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How You Can Write a Good Knowledge Base Article

Salesforce Marketing Cloud

Your customers can easily get the answers they need with knowledge base articles, which are informative help articles on your site. They can find what they need at any time (even at 3 a.m.), Service agents can also use knowledge base articles to solve customer problems and reduce their average handle time.

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What Is an Omnichannel Contact Center? Everything You Need to Know

Salesforce Marketing Cloud

What you’ll learn: What is an omnichannel contact center? Get the free report What is an omnichannel contact center? Your agents have immediate access to the same centralized view of the customer they’re going to help — no matter how they contact you — in your customer relationship management system (CRM).

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CRM Software Selection Guide?

TrustRadius Marketing

The hardest part of choosing a CRM is knowing what to look for and consider. It’s surprisingly easy to go through the whole selection process and buy the wrong software (many reviewers have said as much). Below, we explore all the main factors to consider in the decision-making process. What is a CRM?

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Top 10 customer service software tools

Sprout Social

What is customer service software? What is customer service software? From faster response times to comprehensive service, here’s what the right tool can do for you. Customer service software is integral to any company’s tech stack today. Especially since the quality of your customer care ties directly to your bottom line.

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Contact Center Automation: Your Guide to Efficiency and Customer Happiness

Salesforce Marketing Cloud

Contact center automation can help you deliver personalized, efficient, and complete service — all while reducing costs for your business. When you automate processes in your contact center, your agents can work more efficiently and provide better support for customers with more complex issues. What is contact center automation?

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5 Business Uses for an AI Copilot

Salesforce Marketing Cloud

Imagine writing an email in 20 seconds instead of 20 minutes, completing hours of research in minutes, or automatically receiving a full summary of a customer’s service history. You just tell it, in plain language, what you want it to do and it does it for you. What is an AI copilot? The best part?

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Is Your Generative AI Making Things Up? 4 Ways To Keep It Honest

Salesforce Marketing Cloud

What is an LLM? Large language models (LLMs) are a type of AI that can generate human-like responses by processing natural-language inputs. For now, it appears we can’t completely solve the problem of generative AI hallucinations without eradicating its “magic.” (In So what’s a well-meaning business to do?