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4 Easy Steps for Building an Internal Knowledge Base

Comm100

For customer service, that means collecting, centralizing, and sorting important information into a well-crafted internal knowledge base. An internal knowledge base is where customer support agents (and the entire staff) can access information about your company’s processes, products, and more. Gather your content.

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3 Challenges Utilities Brands Face When Aligning Strategy, Ops, and Services to CX Needs

InMoment XI

At the end of the day, you need a single platform that can combine direct survey data from customers, but also indirect data (like social media reviews), and inferred data (like contact centre chat logs). Challenge 2: Figuring Out Customer Trends. Solve the Challenge: Text Analytics to the Rescue.

Brands 397
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The Role of Social Media in Higher Education – 5 Best Practices for Engagement

Comm100

Social media is at the core of this movement. Student and schools alike find themselves more active than ever on social media. According to a recent study , 97% of students use social media, with university students being the most active of all. Connecting with Students on Social Meida. Get ebook now.

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Enhancing Customer and Agent Experience with AI-Powered Solutions: A Salesforce-Led Market Perspective

eglobalis

AI tools like Salesforces Service Cloud enable agents to manage inquiries from email, social media, and live chat within a unified interface, reducing fragmentation. A European retail chain leveraged this integration to respond to social media complaints within minutes, resulting in a 20% increase in customer retention.

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How to Streamline Customer Service – 7 Actionable Strategies

Comm100

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.

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Why You Need Customer Support Software (and How to Get it for Free)

Comm100

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
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The True Cost of Employee Disengagement in the New Normal

Uniphore

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?