Businesses are more likely to build a real connection with their customers when their outreach is personalized. To send a thoughtful message at the right time can make a customer think, “Oh, perfect timing” and want to follow-up. But how can it be done in a way that accommodates a large customer base and in a manner that benefits the customer experience?
Digital transformation is more than just optimizing your existing modus operandi with new technology and tools – it’s about creating a sweeping change in the way that you do business. As technology has become omnipresent in consumers’ day to day lives, the way they interact with businesses needs to change to keep up.
Feb, 2019 – Workativ, a niche product company focused in helping companies use intelligent automation products, has launched a new Workativ Assistant platform, an innovative product that combines cognitive algorithms, automation and machine learning to transform workplace IT support.
When it comes to customer support, there are two different variations that work in conjunction to form a well-functioning support system. They are proactive support and reactive support. Reactive support is undertaken in response to an outside request. When customers fill out a support ticket or send in a question, answering that in a complete manner is reactive support.
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Most companies now understand that customers demand service that is personalized, convenient, and efficient—and that ignoring those expectations imperils the bottom line. However, while focusing on the needs of external customers makes sound business sense, creating a rich employee experience can be just as important to a company’s long-term success.
Deciding whether or not to use or deploy a chatbot for your brand requires understanding each of the drawbacks and benefits of this new technology. It can be a tough decision to make. There are always new and shiny trends popping up every year in the customer service industry. You might be getting inundated with sales emails from companies promising to reduce your cost of service, increase your customer loyalty and differentiate your customer’s experience.
Time is everything these days. A photocopy shop in NYC has a sign on the counter: “The difficult we do right away; the impossible takes a little longer.” Taking your customer service online, using modern, cloud-based support software, brings the joke to reality: you can now offer customers a level of convenience and speed that is not possible without modern online customer service tools. This is the digital transformation many companies are making.
