San Francisco, CA, USA
Sep 30, 2021   |  By Emily Cummins
Conversational AI is growing more prevalent every day. Not just in business, but for entertainment purposes as well. Whenever computers have conversations with humans, there’s a lot of work engineers need to do to make the interactions as human-like as possible.
Sep 20, 2021   |  By Dylan Max
Chatbots are used by 1.4 billion people today. Companies are launching their best AI chatbots to carry on 1:1 conversations with customers and employees. AI powered chatbots are also capable of automating various tasks, including sales and marketing, customer service, and administrative and operational tasks.
Sep 15, 2021   |  By Michael Kahn
“Call centers have never been more important — or more strapped1.” Imagine having a 100-year old parent who has a panic button for emergency situations. When you try it out, it takes an agent five minutes to call to check in. Why the delay in what could have been a life-or-death situation? A shortage of agents. A problem brought about by the pandemic2. This medical alert company is not alone.
Sep 4, 2021   |  By Can Ozdoruk
In this post, we’re covering everything you need to know about customer satisfaction (CSAT) surveys, including: For your business to survive and thrive, measuring customer satisfaction is key. You need to take frequent pulses on how your customers feel about your brand, products, services and interactions to identify pain points and benchmark your performance over time.
Sep 3, 2021   |  By Manish Manish
Nearly 70% of consumers expect live chat support and it’s currently the preferred channel for consumers between 18-49 years old1. Over the last few years, live chat has emerged as a must have customer communication channel for sales and support. To help companies meet customers on their preferred channels, we’ve launched a new, highly customizable chat widget which can be easily deployed.
Sep 1, 2021   |  By Dylan Max
Online sports gambling is a booming business. But as upstarts break into the market to try and steal market share from more established players, it’s not the platform or user interface that’s going to determine who is the winner in this multi-billion dollar market. It’s the customer experience. Can AI help sports betting companies take home the biggest payout – loyalty?
Aug 10, 2021   |  By Emily Cummins
Key Performance Indicators (KPIs) are a special set of metrics that help determine whether business is going in the right or wrong direction. At first glance, it seems that customer service KPI scores take a backseat to traditional business KPIs, like profits, costs and regional sales. However, key customer support metrics may paint a more complete picture of success for the long-term viability of a business.
Aug 10, 2021   |  By Emily Cummins
The modern customer wants self-service. That’s why, over the past few years, we’ve seen companies build out robust Knowledge Bases (or Help Centers) on Zendesk and other leading customer experience platforms. Zendesk Knowledge Base solutions are team publishing libraries covering recurring topics and questions on products and services. Another way that companies provide self-serve support options is by launching customer service chatbots.
Aug 9, 2021   |  By Emily Cummins
We’re a society of texters: 8.5 billion text messages1 are sent in the United States every day. On a personal level, it’s about 26 sms messages, per person, per day. With that much volume, if your business does not have an SMS customer service strategy – powered by SMS chatbots – it’s obvious that opportunity is passing you by. Even as texting is an inherent part of our daily lives, companies have historically shied away from providing customer support via text.
Aug 2, 2021   |  By Dylan Max
The support tech stack has undergone a significant shift since the early 2000s. The backbone of a support organization today is having one of the best help desk software solutions. In today’s business environment, a help desk is a powerful platform that streamlines the entire support process.
Oct 19, 2021   |  By Netomi
Oleg Krasnov is the Head of Support Excellence at Miro, an online collaborative whiteboard platform that enables distributed teams to work effectively together with over 20 Mn+ users. He is an evangelist for outstanding customer relations with 13+ years in tech spanning various industries having worked with companies such as Microsoft, Selectel, Zeptolab, etc.
Jun 1, 2021   |  By Netomi
We’re announcing the launch of our latest Customer Service Benchmark Report! In this version, we’ve analyzed how 3,000 of the world’s largest and most well-known travel and hospitality companies provide email and social support. In our most comprehensive study yet, we’re seeing how airlines, hotels and resorts, online travel agencies, cruise lines, car rental companies, rail and bus companies, and venue and event spaces stack up. Here’s the highlights from our Customer Service Benchmark Report – Travel and Hospitality edition.
May 21, 2021   |  By Netomi
When it comes to supporting customers, DBS Digibank is leading the pack. Join Senior VP of Support, Raj Udayakumar, as he explains why the best customer service is when you proactively solve the customer's problem. Raj touches on adjusting your mindset, choosing the right metrics, leveraging AI, getting a seat at the leadership table, and much more.
Apr 14, 2021   |  By Netomi
An interview with the customer service team at Megabus. This video will cover what they learned when incorporating Netomi's artificial intelligence to their customer support operations. Discover how the customer service team automates their most redundant support tickets at an extremely accurate rate.
Mar 18, 2021   |  By Netomi
Charlotte Ward is the Head of Support at Snowplow, a behavioral data management platform that collects and operationalizes behavioral data at scale. She has worked in high-tech organizations from startups to blue-chips for the last 25 years and has been leading teams for the last 16 of those. A Jill of all trades, Charlotte also manages the Customer Support Leaders podcast which has 10,000+ downloads. Join Charlotte and Netomi for a candid conversation about what CX and Support leaders need to keep an eye on in the new era of customer service.
Dec 16, 2020   |  By Netomi
An interview with the customer service team at Lingokids. This video will cover what they learned when incorporating Netomi's artificial intelligence to their customer support operations. Discover how the customer service team automates their most redundant support tickets at an extremely accurate rate.
Nov 16, 2020   |  By Netomi
Isn’t it time support teams were thrust into the business spotlight for something positive? We certainly think so! Join Gladly and Netomi for a conversation with industry leaders who are embracing change. We'll have honest conversations covering.
Sep 25, 2020   |  By Netomi
Telecommunications is a very unique industry. Let's look at key findings of how telecom companies perform at customer service.
Sep 9, 2020   |  By Netomi
Customer service is tough. But AI chatbots for customer service make life easier! Customer service agents love to use our AI chatbot to make their lives easy. Learn how two customer service agents (spoiler: one uses AI) go about their days and how this AI can improve your customer service.
Sep 9, 2020   |  By Netomi
AI Chatbots for customer service are capable of so much more than ever before. Our AI is constantly learning and improving its ability to be a full stop customer service agent. The world of customer service is changing. See the difference AI makes and why agents need more than a chatbot.
Sep 22, 2021   |  By Netomi
As the eCommerce industry becomes more competitive as barriers to entry shrink, consumers are less loyal and it's easier than ever to switch to a competitor, putting a priority on the customer experience is now required to build and grow a business. Support is now as critical as providing a high quality or unique product, or fiercely competing on price. This Customer Service Benchmark Report uncovers how 2,000 of the world's largest ecommerce companies provide customer support on the leading support channel: email.
Sep 22, 2021   |  By Netomi
Email is and will continue to be the most widely used and preferred customer support channel. The reason for this is simple. Email is convenient and fast. There are no hold times. It mirrors existing user behaviors. Nearly everyone who uses technology, from boomers to Gen Z, is comfortable sending customer support email.
Sep 1, 2021   |  By Netomi
Consumers typically don't have an emotional connection to telecom companies. They are universally regarded as the same with little differentiation in service, quality or price. Providing a positive customer experience is a fruitful area for telecoms to differentiate and drive customer retention. With email remaining the preferred digital channel for telecom customer service, our study revealed that companies have a long way to go. Only 53% of companies had an easily accessible email address and of these companies, 65% completely ignored customer emails.
Sep 1, 2021   |  By Netomi
Customer service is more important today than ever. A company's ability to resolve issues quickly, conveniently and with little effort from customers has become as essential as product, quality and price.

Automatically resolve customer service inquiries at the industry’s highest rate over messaging, chat, email and voice.

Netomi resolves up to 90% of your customer queries that come in via email, chat, messaging apps, voice and SMS. Netomi AI understands the customer’s intent and can fully resolve her query in autopilot mode leveraging your backend systems. You can rely on Netomi AI to provide immediate, accurate & respectful resolutions over any channel your customers prefer, freeing up your agents to focus on higher-value tasks.

Enjoy incredible results with AI:

  • Customer Happiness: What do you get by effortlessly resolving your customers issues on every channel? Long-term loyalty, profitable relationships and customer satisfaction increases of 24%.
  • Full Resolution: We don’t deflect tickets. We personally resolve up to 90% of your customer service tickets in seconds.
  • Lightning Fast Scale: Seamlessly manage unlimited and unanticipated spikes in ticket volume. Our AI has no limits, and can simultaneously resolve an infinite number of tickets.

Resolve your customers’ needs instantly on any channel.