article thumbnail

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.

article thumbnail

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.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

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
article thumbnail

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.

article thumbnail

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?

article thumbnail

Contact Center Digital Transformation – The Essential Stages for a Smooth and Successful Transition

Comm100

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.

article thumbnail

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.