4 Things You Need to Know About Gen Z Customers Generation Z (also known as ‘true digital natives’) generally refers to people born between 1995 and 2009. For this younger generation of consumers, a good customer experience (or CX), is of great importance. It’s essential for companies to develop an omnichannel customer service strategy to …
The Role of Chatbots in Conversational Commerce No doubt you’ve heard the buzzword ‘Conversational Commerce’ being touted around in various marketing spheres, but what exactly does the term mean?In fact, ‘Conversational Commerce’ is not such a recent fad. It has long been a prerequisite for business success around the world. In this article, we’ll explain …
9 Customer Experience Trends in 2022 You Should Know About The heart of the customer experience is the contact center. However in recent years, contact centers have faced increasing challenges due to the pandemic, rising inflation, negative supply chain impact and high turnover. What will it take for contact centers to overcome the challenges and …
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Current Status of Global AI Adoption｜Case Studies in Six Industries The reasons for considering AI implementation vary from company to company. For some, the biggest driver may be corporate branding: and the desire to be perceived as a competitive company that stays ahead of the curve. For other companies, the motive may be of a …
What is an AI Chatbot? Chatbot pop-ups are increasingly seen on e-commerce sites and company websites. Chatbots in which AI answers questions are currently becoming increasingly popular. In fact, there are other types of chatbots as well as those operated by AI. In this article, we will explain the basics of chatbots and the advantages …
7 Best Chat Commerce Platforms for 2022 Chat commerce is being introduced not only in the retail industry, including e-commerce sites but also in the financial and travel industries. An increasing number of companies are considering the introduction of chat commerce to “increase customer convenience”, “increase sales” and “reduce the burden of customer support”. However, …
What is Messaging? Messaging is referred to as the next generation of chat and has been increasingly adopted in the US, particularly within enterprise businesses, since 2017. In this article, we’ll explain what messaging is, what the differences are between messaging and chat, and what benefits messaging can bring to your business. We’ll also explain what advantages …
Messaging vs Webchat – Which Is Best for Customer Support Webchat and messaging have both become common means by which customers can interact with their favourite brands and companies. However, to the uninitiated, the differences between messaging and webchat as a means of customer interaction may not be so apparent. Indeed, the two terms are …
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11 Tips for Responding to Chats, Including Essential Etiquette and KPIS Chat support is increasingly being used as a new channel for customer service. It’s sometimes referred to as chat support. Many people have tried chat support for the first time, but find it difficult to operate and manage successfully. In this article, we’ll introduce …
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We’ll show you nine helpful criteria to go by when choosing a customer management tool, so that you can choose a solution that will really make a difference to you process. At the end of the article, we’ll also include an explanation of the key points to consider so you can avoid the common mistakes when choosing a solution for your company. Read More »
Basic Knowledge of Managed Live Chat – Features, Benefits, Introduction and Operation Methods Managed live chat is becoming increasingly popular in call centres and other customer service areas and is widely used because of it’s high convenience for customers. However, it’s also true that there are issues and problems that can occur when trying to …
Video Communication Video communication is spreading mainly among the younger generation. In recent years, SNS has become image- and video-based, and the number of character-centered service users has been steadily decreasing. In the past, character-centered SNS such as blogs and Facebook were popular, but nowadays, SNS such as Instagram, Twitter, You Tube, etc., which have …
You may be running an online store, but feel that sales and repeat business are slowing down. In this article, we’ll focus on how to achieve customer success within your online store operations. We’ll also explain the terms you need to remember in order to improve customer satisfaction. Read More »
How to effectively respond to e-commerce website inquiries – Five reasons for failure and the solutions. Do you run an e-commerce site and feel that sales have been declining recently, or that repeat customers are decreasing? Perhaps the response to customer enquiries is not going so well. If your e-commerce site’s enquiry handling is not …
Until now, customer service has been dominated by voice telephone support. Recently, however, non-voice support using chat is on the rise. Customer service using non-voice channels is becoming more popular. In this article, we will explain what non-voice customer service is and why it is a good idea to start with chat for non-voice customer service. Read More »
