Comm100

MAY 7, 2024

Enhancing customer experience : Streamlined customer support provides consistent, high-quality support across all touchpoints, whether through chat, email, or social media. Personalized interactions based on customer data and insights strengthen connections and loyalty.

Customer Service 233

Customer Service Strategy Self Service How To 233

Comm100

MAY 16, 2021

With a chatbot working across your live chat channel (as well as social media and SMS), a large portion of your common, repetitive questions can be automatically managed without any human involvement. Serve your customers on live chat, audio & video chat, email, social media, mobile text messaging, and a self-serve knowledge base.

Software 224

Software Social Media Knowledge Base Omni-Channel 224

Calabrio

MARCH 11, 2025

Call center QA, or contact center QA, is a strategic, data-driven process that evaluates every facet and channel of customer interactionsfrom voice calls and live chats to emails and social media engagementsagainst established performance benchmarks.

Contact Center 130

Contact Center Call Center Effort Score Chatbots 130

Uniphore

AUGUST 6, 2021

In our webinar, What Your Call Center Agents Rant About on Social Media , we went beyond the annual Voice of the Employee survey to explore how agents really view the contact centers they work in—and why they’re leaving at an alarming rate. Impossible expectations. The results?

Self Service 246

Self Service Contact Center Knowledge Base Call Center 246

Comm100

OCTOBER 25, 2021

With this in mind, today’s businesses need to be available on social media, SMS, live chat, or wherever else their customers are. Developing a digital strategy for your contact center requires building a single source of truth in the form of a knowledge base. Implement automation.

Contact Center 246

Contact Center Omni-Channel Knowledge Base Chatbots 246

Calabrio

MARCH 25, 2025

Create and Develop a Knowledge Base Equip your agents with a comprehensive and easily accessible knowledge base. Regularly update the knowledge base with the latest product information, troubleshooting guides, and FAQs. This empowers them to quickly find accurate information, reducing AHT and improving FCR.

Call Center 130

Call Center Measurement Self Service How To 130

Comm100

OCTOBER 17, 2023

Knowledge Bases : A centralized repository where customers can search for and find answers to frequently asked questions. Freshdesk Freshdesk is a cloud-based customer support software that offers multichannel support solutions. Key Features : Shared email inbox, knowledge base, live chat, reporting, customer profiles.

Software 239

Software Chatbots Customer Service Knowledge Base 239

Comm100

OCTOBER 9, 2022

Live chat, social media, and SMS have all become popular customer service channels, and organizations need to keep up or be left behind. In practice, this could look like a customer reaching out on social media by publicly messaging a brand’s official page.

Omni-Channel 246

Omni-Channel Customer Service Social Media e-support 246

Kayako

MARCH 21, 2022

Even worse, they can share their discontent with their local and social media networks. Another survey showed that after a negative customer service experience, 73% of customers in the telecom space shared negative opinions about the company via word-of-mouth, and 22% of them also shared their experience on social media.

Customer Service 292

Customer Service Social Media Ecommerce Competitive Advantage 292

Calabrio

MARCH 5, 2025

First Response Time (FRT) , also sometimes known as first reply time , is a critical customer service metric that measures the average time it takes for a contact center team to provide an initial response to a customer’s inquiry, whether it’s through email, chat, social media, or any other communication channel.

Measurement 100

Measurement How To Self Service Contact Center 100

Calabrio

MARCH 5, 2025

This includes building knowledge bases, participating in training, and proactively engaging with customers. Actionable Insights for Continuous Improvement: Analyzing FCR data helps identify recurring customer issues, knowledge gaps, and training needs. Create a comprehensive knowledge base and utilize IVR systems.

First Call Resolution 100

First Call Resolution Examples Contact Center How To 100

Kayako

MAY 13, 2022

In recent years, the rise of social media put the customer in charge of the brand conversation. A good place to gather content is agent knowledge base articles you can repurpose for self-service queries. Will you require people to create an account to access your self-service portal and knowledge base?

Self Service 275

Self Service Knowledge Base e-support Policies 275

GetFeedback

MAY 17, 2018

91% of consumers will use a self-service knowledge base if provided. On the other hand, a great knowledge base full of helpful content can empower your customers to find answers themselves. On the other hand, a great knowledge base full of helpful content can empower your customers to find answers themselves.

Customer Satisfaction 207

Customer Satisfaction Omni-Channel Self Service Knowledge Base 207

CSM Magazine

SEPTEMBER 1, 2021

In a hyper-connected world, social media can be a key component of your customer experience strategy. Here are ten things you can do to help provide great customer service on social media. Visitors want to feel that they’re talking with someone real, even on social media. Align Your Brand Values.

Social Media 93

Social Media Customer Service Tips CRM 93

Comm100

FEBRUARY 11, 2025

Instead of forcing students to dig through outdated FAQs or send yet another email, institutions should invest in intelligent knowledge bases and AI-driven search tools that provide instant, relevant information. The best way to get started is with a dedicated Knowledge Base. Leveraging the Power of AI Yes, yes, I know.

Self Service 130

Self Service Chatbots Knowledge Base Financial 130

GetFeedback

AUGUST 16, 2018

You may learn that customers find your knowledge base tough to navigate or that specific channels create more frustration in general. Ultimately, the more time you put into your knowledge base, the more support cases you’ll deflect. Knowledge Base Article Helpfulness. How do you measure it?

Metrics 199

Metrics Measurement Net Promoter Score Customer Service 199

Comm100

MARCH 30, 2021

This means less by phone and more on digital channels like chat, email, social media, and messaging. Serve your customers on live chat, audio & video chat, email, social media, mobile text messaging, and a self-serve knowledge base. What is omnichannel customer engagement? All for free, forever!

Omni-Channel 264

Omni-Channel Customer Engagement Engagement Social Media 264

ECXO

MARCH 6, 2025

These tools can gather customer feedback from multiple channels (email surveys, web feedback forms, support calls, social media, etc.), For example, if you notice more customers asking for self-service options, you might pilot an improved online portal or knowledge base to meet that emerging need.

B2B 339

B2B Customer Journeys How To Effort Score 339

InMoment XI

JANUARY 9, 2024

Social media marketing platform Hootsuite leverages InMoment to make the Net Promoter Score (NPS) methodology central to its operation. The chatbots automatically help users find responses to their questions and discover helpful content like help center articles, blogs, and resource pages.

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

Comm100

JANUARY 13, 2022

Omnichannel support not only offers customers the choice to find the answer to their questions via live chat, chatbot, social media, email, SMS, and a knowledge base. When striving for digital CX excellence, a good place to start is with a well-developed knowledge base.

Omni-Channel 222

Omni-Channel Customer Experience Chatbots Knowledge Base 222

Comm100

AUGUST 8, 2022

These bots are “trained” from existing reference materials like a knowledge base or FAQ bank. With a well-established knowledge base integrated, the chatbot can follow a pre-defined conversation flow based on rules to serve up an answer. “I Agent Assist works across live chat, social media and SMS.

Chatbots 244

Chatbots Customer Service Knowledge Base Social Media 244

Comm100

JANUARY 21, 2020

Here are four elements to consider, plus some customer service best-practices to make the most of them: Social media vs. SEO reach. Online customers in the pre-purchase stage typically find companies in one of two ways: on social media or through a search engine. Remember: Mind your response time.

Customer Journeys 213

Customer Journeys B2C Social Media Omni-Channel 213

CX Accelerator

MAY 25, 2022

You can’t find the answer in the knowledge base on the company website, instruction book or the FAQs. This may be self-service, in-person, phone, email, chat, social media or text message. Written by Jenny Dempsey, 5.25.2022 You don’t actually want to contact customer support. You may use some or all of them.

Self Service 316

Self Service Social Media Contact Center Knowledge Base 316

Kayako

APRIL 12, 2022

Increasing NameCheap’s agent productivity through a self-service knowledge base. They implemented a Self-Service Portal with tools like macro-libraries of responses, automated replies, and a self-help knowledge base to help customers get helpful answers anytime they need help. Discover Kayako Single View.

Case Study 287

Case Study Study Self Service Customer Service 287

Comm100

NOVEMBER 8, 2018

Knowledge base. Social media. Having a dedicated platform for email-based customer support ensures queries can be managed much more efficiently, without the risk that queries will be overlooked or receive double replies. Knowledge Base. Social Media. AI-powered chatbots.

Communication 137

Communication Social Media Knowledge Base Chatbots 137

InMoment XI

JUNE 13, 2024

In today’s data-driven world, businesses generate and accumulate vast amounts of text data from various sources, including customer feedback , social media, emails, and internal documents. This can include customer feedback, social media posts, emails, online reviews, internal documents, and more.

Social Media 195

Social Media Analysis Analytics Trends 195

Kayako

JULY 28, 2022

Based on customer preference for self-service, knowledge management from the online help desk perspective means designing a knowledge base of the company’s information to prioritize customer success with self-service and make the service agent’s job easier on live calls.

Self Service 247

Self Service Customer Service Management Knowledge Base 247

Comm100

JANUARY 21, 2021

Customizable live chat with unlimited agents and chats – plus email, social media, SMS & knowledge base – all for free, forever! Customizable live chat with unlimited agents and chats – plus email, social media, SMS & knowledge base – all for free, forever! Get Comm100 Free.

Video 246

Video Social Media Software Knowledge Base 246

Comm100

FEBRUARY 24, 2022

Integrated knowledge base. By integrating your knowledge base with your live chat solution, agents can easily search for and find the answer to students’ questions, all from within the agent console. Likewise, students can also easily search the knowledge base from inside the chat window.

Chatbots 235

Chatbots Knowledge Base Wait Times Survey 235

Comm100

FEBRUARY 24, 2022

Integrated knowledge base. By integrating your knowledge base with your live chat solution, agents can easily search for and find the answer to students’ questions, all from within the agent console. Likewise, students can also easily search the knowledge base from inside the chat window.

Chatbots 47

Chatbots Knowledge Base Wait Times Survey 47

InMoment XI

MAY 30, 2024

Text analysis has become a critical component of analytics and business intelligence, enabling companies to derive meaningful information from unstructured data sources such as emails, social media, online reviews, and more. Examples: Ingesting social media data to detect emerging trends.

Analysis 195

Analysis Software Self Service Social Media 195

Comm100

FEBRUARY 19, 2021

Customizable live chat with unlimited agents and chats – plus email, social media, SMS & knowledge base – all for free, forever! If the brand is viewed as ‘human’, it will be held up to the same high standards that a fellow person would be – including expectations of empathy. Get Comm100 Free. Comm100 Free.

Customer Experience 334

Customer Experience Consumers Study Brands 334

Comm100

MARCH 9, 2022

To deliver this level of credit union member experience, credit unions must adopt an omnichannel platform like Comm100 that connects each channel (and the information within them) together – live chat, email, and social media.

Strategy 235

Strategy Omni-Channel e-support Financial 235

Uniphore

JUNE 16, 2021

Your Knowledge Base is Hurting Your Agents. Agents are forced to consume extensive repositories of knowledge in extremely short periods of time and try their best to retain relevant insights for just the right customer interaction. What Your Call Center Agents Rant About on Social Media. Read on to learn why.

Contact Center 204

Contact Center Training Call Center How To 204

Zonka Feedback

AUGUST 29, 2024

Social media erupts with complaints, and Apple’s reputation takes a hit. All this could have been avoided with a well-prepared knowledge base, refined through user feedback. This scenario highlights the critical role of help and knowledge base feedback.

Knowledge Base 52

Knowledge Base Feedback Social Media Resources 52

InMoment XI

OCTOBER 30, 2024

After processing the information, the chatbot can leverage its knowledge base to suggest next steps and personalized advice. Review Monitoring & Response Automation The right CX platform should have features to monitor customer reviews across platforms such as Google, Yelp, or social media.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

Comm100

MARCH 21, 2023

This lets customers reach out on their preferred channel – live chat, email, phone, SMS, or social media – while making it easy for teams of any size to manage every query. Typically, the most common form of self-service takes the form of a knowledge base or FAQ section on your website.

Self Service 226

Self Service Customer Service Strategy Omni-Channel 226