Asynchronous Messaging: How It Drives Customer Engagement

If you are a business owner or operations manager looking to improve the efficiency of your contact center process flow, the chances are you will have come across the term ‘asynchronous messaging’. What exactly is asynchronous messaging, and how can ...

AI Applications In Education

AI Applications in Education AI is having an increasing impact on education. School administrators, educational material providers, and local government educators are increasingly gathering information on AI applications. Table of Contents Challenges in U.S. Online Education Personalized Online Learning by ...

Two Ways to Improve Customer Support Efficiency｜Use of AI and KPI Metrics

Two Ways to Improve Customer Support Efficiency｜Use of AI and KPI Metrics Many call center managers and BPO personnel consider improving the efficiency of customer support operations to be a challenge. In order to solve problems such as frequent errors ...

4 Latest AI Trends Advancing in the U.S. and Banking Industry

4 Latest AI Trends Advancing in the U.S. and Banking Industry AI adoption is accelerating in the banking industry. You may be wondering, “How many other banks are adopting AI?”According to a report by UBS, 75% of banks with assets ...

Master OMO Strategy: 5 Tools for Sensational Support

Discover how to transform customer support with an OMO strategy. Explore essential tools, successful case studies, and proven tactics to jumpstart your customer experience.

Digitized Healthcare: Examining Trends in U.S. Hospital Management

Management teams of private hospitals, clinics, and dental clinics in the US often grapple with such issues as providing adequate care to patients and improving their bottom line. The healthcare professionals themselves may feel that they have too much work ...

Cookieless Future: How to Achieve Personalization

Cookieless Future: How to Achieve Personalization Cookieless advertising has presented many marketerers with a dilemma. Consumers are increasingly demanding personalized services from companies while at the same time expecting protection of their personal information. How can companies understand their customers’ ...

3 Trends in Logistics: AI, Automation, and Multichannel

3 Trends in Logistics: AI, Automation, and Multichannel As the effects of the pandemic slowly fade, the needs of the logistics industry are increasing rapidly. As consumption increases, the burden on logistics is growing. The global logistics industry faces the ...

7 Reasons to Use AI Inquiry Management Systems for Remote Work

7 Reasons to Use AI Inquiry Management Systems for Remote Work Remote work is becoming more prevalent in the customer support arena, and companies have been rapidly adopting remote work in the post-2020 pandemic. Now that companies have realized certain ...

Help Desk Automation with AI

Help Desk Automation with AI Many companies are facing issues such as an increase in internal helpdesk workloads, and a decrease in customer satisfaction with external helpdesks. This is especially true for companies that use Outlook and other general mailers ...

How AI Is Being Used in the Apparel Industry

Product developers and store managers in the apparel industry are battling in a difficult environment. They often have to work hard to address issues such as excess inventory, and sales slowing down without discounting. In addition to these challenges, the ...

4 Things You Need to Know About Gen Z Customers

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 ...

The Role of Chatbots in Conversational Commerce

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 ...

9 Customer Experience Trends in 2022 You Should Know About

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 ...

Current Status of Global AI Adoption

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 ...

What Is an AI Chatbot? Unlock the Power of AI for Customer Service

Discover the benefits of AI chatbots, how they transform customer service, and their role in streamlining business operations. Learn the differences between AI and rule-based chatbots, real-world applications, and implementation tips.

7 Best Chat Commerce Platforms for 2022

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 ...

What Is Messaging?

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 ...

Messaging vs Webchat – Which Is Best for Customer Support

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 ...

11 Tips for Responding to Chats, Including Essential Etiquette and KPIS.

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 ...