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Legacy support systems were built for a different era of gaming, when updates were rare, feedback came through emails, and “player support” meant waiting days
Data democratization is the practice of ungating access to data within an organization and empowering even those with no technical know-how to easily use it
Abinash Tripathy, Helpshift CEO & Founder, responds to questions from Customer Contact Week (CCW) about automation’s role in the future of customer service [CCW] Before
An effective customer service strategy needs to keep these three criteria at its core: Ease Efficiency Emotion If your support is easy to access, efficiently
Brands that excel at customer service rely heavily on customer service software to deliver exceptional experiences. At the heart of nearly every one of their
More than a decade ago, live chat emerged as a key customer service channel and proved to be a game changer for B2C brands. When
The idea of specific customer service chatbots for retail is not new. Ecommerce sites have been using them for long enough that most customers have
IoT devices and sensors produce five quintillion bytes of data every day, and a recent Gartner report estimates that by 2020 there will be more
Routing customers to the right agent is important for both the brand and the customer: it ensures that customers don’t have to be transferred from
In 2016, Microsoft CEO Satya Nadella declared that “bots are the new apps” during a company developer conference in San Francisco. He wasn’t the only
Today, brands have the luxury of being able to pick and choose the software tools that best suit their specific organizational needs. For example, there
This week, Audible, the Amazon-owned audiobook subscription service, announced a new integration with Amazon’s Echo for contacting a voice support channel and receiving personalized book
Business to consumer brands require a specific B2C customer service solution. They’re dealing with massive scale, rely heavily on high customer satisfaction ratings — and
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