The Evolution of AI in Customer Service: What's Next?
CMSWire
MAY 29, 2024
We know AI is transforming customer service. The question is: what can customer support and service leaders do with it? Continue reading.
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Applied AI in CX: Disrupting the Customer Service Space
CMSWire
FEBRUARY 5, 2024
How applied AI in CX is disrupting the customer service space and boosting modern support platforms. Continue reading.
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The AI Contact Center: How AI Is Revolutionizing Customer Service
CMSWire
MAY 8, 2024
Master generative AI to boost customer service efficiency and satisfaction in the contact center. Continue reading.
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Consumers have high expectations for the use of AI in customer service
Martech
NOVEMBER 29, 2023
More than half of Americans expect future improvements in customer service thanks to the integration of artificial intelligence. This despite perceived bad experiences in the past with AI-driven customer service. believe that the use of AI will improve customer service. Infobip survey.
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Why Conversational AI Is Key to Customer Service in the Customer Experience Era
Advertiser: Interactions LLC
In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica white paper to learn how important conversational AI is to your CX strategy.
AI's Transformative Role in Customer Support and Service
CMSWire
APRIL 10, 2024
Customer service and support are on the cusp of a fundamental reimagining of how companies engage with their customers. Continue reading.
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How generative AI is improving customer experience and service calls
Martech
JUNE 8, 2023
Generative AI and large language models are making customer experience platforms more accessible and humanized. These advances in recent months build on years of AI development that customer service and experience company NICE has put into their experience software. Why we care.
3 Ways Generative AI Will Reshape Customer Service
Salesforce Marketing Cloud
FEBRUARY 9, 2023
Customer service organizations today are fighting an uphill battle. Service agents face record case volumes, and customers are frustrated by growing wait times. Often, to manage the case load, agents will simultaneously work on multiple customers’ issues at once while waiting for data from legacy systems to load.
4 AI Features Telecoms Can Implement Now to Level Up Customer Service
Salesforce Marketing Cloud
APRIL 18, 2024
If you asked any communication service provider , they are focused on improving customer service experiences to increase loyalty and decrease churn. As such, they’re looking to data and AI to help take their service to the next level. How T-Mobile unlocks their customer solutions with AI, Data, and CRM.
3 Ways AI Helps Media Companies Improve Customer Service
Salesforce Marketing Cloud
NOVEMBER 29, 2023
It seems effective service today requires clairvoyance into the needs and wants of your customers – they expect companies to recognize the problem instantly and proactively solve it. Yet subscribers want personalized experiences not only in the content they’re served but also in the customer service they receive.
Everything You Need to Know About AI in Customer Service
Salesforce Marketing Cloud
JULY 19, 2023
Table of contents What is AI in customer service? What are the benefits of AI in customer service? ” With budgets in flux and customers expecting more, service teams are constantly figuring out how to answer an important question: how do you actually do more with less?
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How AI Can Transform Poor Customer Service for the Airlines Industry
Martech Advisor
JANUARY 29, 2020
As the world of aviation is witnesses an unprecedented digital transformation, managing expectation of digital-savvy customers have never been trickier before. However, most passengers are increasingly facing poor customer service both on the ground and in flight. The findings are quite remarkable. Thanks to Fung So et al.
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Salesforce delivers Unified Knowledge to service agents
Martech
MAY 6, 2024
Salesforce announced a new source of intelligence for service agents, Unified Knowledge. The solution aggregates information from third-party sources and makes it available in Salesforce, complementing the customer data in Data Cloud. The experience of using Unified Knowledge will essentially be a generative AI experience.
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The 13 Social Media Customer Service Stats You Must Know
Convince & Convert
DECEMBER 6, 2023
Did you know 61% of customers are ready to walk away after just one unpleasant customer service experience? This leaves no doubt that your company’s success largely depends on your customer support. And it’s exactly why you should focus on providing holistic customer service through social media.
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From Service to Sales: How Field Service Can Drive Revenue Growth
Salesforce Marketing Cloud
NOVEMBER 21, 2023
Field service can help drive revenue growth by selling to your existing customers, also called upselling or cross-selling. We’ve found that 65% of mobile workers are successfully selling to existing customers. Let’s dig into each of these best practices for upselling and cross-selling in field service.
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Oracle announces Guided Campaigns and boosts customer service with genAI
Martech
SEPTEMBER 19, 2023
Oracle has announced a long list of product innovations and enhancements within the Oracle Fusion Cloud Customer Experience platform. It also announced generative AI capabilities for Oracle Fusion Cloud Service. Simple Campaigns provides guidance on the creation of emails recommending a specific product, service or offer.
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6 Easy Ways to Celebrate Customer Service Week All Year Long
Salesforce Marketing Cloud
SEPTEMBER 28, 2023
Recognizing your agents’ contributions during National Customer Service Week (celebrated annually the first full week of October) is an opportunity to say thank you and continue to foster a positive, high-performing work environment. Here are six Customer Service Week ideas to show your appreciation all year round.
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How To Get Started With Customer Service Automation
Salesforce Marketing Cloud
FEBRUARY 14, 2024
Are your service agents drowning in mundane daily tasks? Then your business might be a good candidate for customer service automation. Customer service automation isn’t a switch you simply flip. Our guide reveals how high-performing service orgs make it happen. If you’re thinking, Great! – not so fast.
5 Things Your Financial Services CRM Needs to Have
Salesforce Marketing Cloud
DECEMBER 6, 2023
What if your financial services team could find the perfect tool to acquire new customers, deliver exceptional service, and drive growth? Rated as a leader by The Forrester Wave Report™: Financial Services CRM , Salesforce knows service — of any kind. Get the report 2.
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Top 10 customer service software tools
Sprout Social
JANUARY 11, 2024
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. Strong service leads to longer-term customers, positive word-of-mouth and a more productive team. What is customer service software?
Win as One: The future of financial services teams
Seismic
MARCH 12, 2024
At Shift 2023, experts from our award-winning Professional Services team led breakout sessions designed to help our customers navigate complex enablement journeys. Our journey as a leader in the enablement space began over a decade ago, with financial services customers across banking, wealth management and insurance.
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The 9 best reputation management services for your brand in 2024
Sprout Social
APRIL 29, 2024
Reputation management services help businesses handle and avoid these situations, minimizing professional damage and guiding them through the storm. But how do you know which online reputation service is the best fit for your needs? What is a reputation management service?
3 Ways to Take Your Self-Service Customer Service From ‘Meh’ to Marvelous — Quickly
Salesforce Marketing Cloud
APRIL 10, 2024
How much do your customers like their self-service customer service experience with your business? Self-service lets your customers find the answers they need on their own time, without the help of an agent. Enabling your customers to help themselves also increases efficiency.
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What You Need to Know About OpenAI CustomGPT
Marketing Insider Group
APRIL 8, 2024
Wouldn’t it be nice to have access to an AI that doesn’t just follow orders, but adapts to your business’s unique voice and needs? Whether you’re in marketing , customer service, or any field in between, CustomGPT might just be the solution that both speaks your language and, more importantly, speaks to your audience.
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What Is Good Customer Service?
Salesforce Marketing Cloud
APRIL 25, 2024
Good customer service is important — whether we’re receiving or providing it. But what is good customer service, anyway? Good customer service means meeting customer needs and expectations consistently. What you’ll learn: What is good customer service?
A Quick Guide to Automated Customer Service — And Why It’s Actually Good for Humans
Salesforce Marketing Cloud
OCTOBER 31, 2023
This isn’t too good to be true — it’s exactly what over 80% of service leaders say automated customer service helps them do. But according to recent Salesforce research, only 58% of service organizations report using this technology. Find out how in our latest State of Service report.
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What Is a Customer Service Star? Find Out What Top Trailblazers Told Us
Salesforce Marketing Cloud
JANUARY 17, 2024
When you’re a customer Service Star, staying ahead of the curve isn’t just an advantage — it’s an absolute necessity. You get the pivotal role technology plays in shaping the future of customer service. Table of contents What is a customer Service Star? What is the Service Trailblazer Community?
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B2B Customer Experience: Balancing the Human Factor with Technology
Vision Edge Marketing
MARCH 26, 2024
Are your email boxes overflowing with information extolling the benefits of, and promoting, AI tools? From chatbots to self-service platforms, technology is reshaping customer interactions, enhancing efficiency, improving EBITA, and steering decisions with data. The other side of the coin is customer satisfaction.
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Marketers fume as Google Ads’ customer service hits ‘all-time low’
Martech
JANUARY 16, 2024
Google Ads customer service has plummeted to an unacceptable all-time low, according to marketers. This is] an all-time low for Google Ads customer service.” Is AI the solution? So what can marketers do when they are unsatisfied with the customer service delivered by their Google rep?
4 Customer Service Metrics You Should Measure
Salesforce Marketing Cloud
APRIL 30, 2024
Behind every customer experience is a set of fine-tuned metrics. Customer service metrics are the performance indicators you use to measure everything from agent efficiency to customer satisfaction. It’s what every successful company tracks and monitors to improve service quality – and quality is imperative.
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Asset Service Management: Why It’s So Important to Field Service
Salesforce Marketing Cloud
DECEMBER 18, 2023
Think about what could happen if you don’t have a good handle on your field service assets. You might even jeopardize the safety of your employees, contractors , and customers. Enter asset service management, the process of effectively managing and maintaining physical assets in field service.
Service at Dreamforce: Your 5-Minute Guide to What’s in Store
Salesforce Marketing Cloud
AUGUST 16, 2023
Attention service and field service pros: are you ready for an epic experience? At Dreamforce 2023 , we’ll help you take your field and customer service strategy to the next level — with AI, customer data, and a unified customer relationship management (CRM) platform. With a little help from AI.
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Amazon ad services revenue up 26% to $12 billion in Q3
Martech
OCTOBER 27, 2023
billion from its advertising services in the third quarter of 2023. The segment includes: Sales of advertising services to sellers Vendors Publishers Authors Third parties through programs like sponsored ads, display ads and video advertising. Leveraging AI. Amazon generated $12.06 The figure marks a 26.3% Why we care.
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What is Data as a Service (DaaS)?
Zoominfo
AUGUST 19, 2021
Software as a service, commonly called SaaS, refers to subscription-based, centrally hosted platforms and services that allow you to do all of those annoying manual tasks that, if left to your own devices, could take all day to complete. That’s shorthand for data as a service. You can’t have successful AI without accurate data.
How a customer service crisis drove the use of chatbots in Georgia
Martech
JULY 31, 2023
In business terms, this was a customer service crisis — and customer service is integral to customer experience. It was a very out-of-the-box implementation but it allowed them to automate the handling of a key customer pain point: Lost passwords. practically overnight. About three days. Get MarTech!
The Future of Field Service Is All About These 4 Technologies
Salesforce Marketing Cloud
FEBRUARY 21, 2024
But when it comes to the future of field service, the opposite is true: there are too many jobs — and not enough experts to fill them. Here are some early thoughts on how these innovations are poised to transform field service as we know it. In some industries, people are afraid they’ll lose their jobs to technology.
How to Use Big Data to Improve Customer Service
Biznology
NOVEMBER 16, 2020
Quality customer service focuses on providing exceptional customer experiences. The goal is to convert leads into paying customers, build relationships with them, retain them, and turn them into brand advocates. In this article, you will learn how to collect and use big data to strengthen customer service.
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These 36 Customer Service Statistics Reveal the Secrets of High-Performing Companies
Salesforce Marketing Cloud
MAY 8, 2024
Here’s a customer service statistic that will stop you in your tracks: 80% of customers say the experience a company provides is as important as its products and services. The same study reveals that 88% of customers say good customer service makes them more likely to purchase again.
Integrating HubSpot® Service Hub™: Avoiding Data Synchronization Challenges
SmartBug Media
MAY 22, 2024
Challenges in business are inevitable—especially when it comes to customer success (CS). Why Integrate HubSpot Service Hub with Your Tech Stack? Customer success leaders (CSLs) choose HubSpot® Service Hub™ when they want a unified customer database with robust integration capabilities.
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Customer service tiers: What they are and how to create them
Sprout Social
FEBRUARY 8, 2024
Picture this: You log on for the day to see what customer inquiries came in overnight. If you answered “we route these issues to the appropriate support agent”, then you’re probably familiar with the concept of customer service tiers. What are customer service tiers? Who are you prioritizing?
How AI Improves Audience Engagement For Streaming Services
Salesforce Marketing Cloud
JANUARY 3, 2024
It’s a challenging time for streaming services. Nearly half of consumers say streaming services are too expensive and nearly a third plan to trim back on their subscriptions, with prime demographics leading the way on the cutbacks — 62% of millennials and 57% of Gen Z. But those days appear to be numbered.
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How to protect customer trust when using AI
Martech
MARCH 14, 2024
The launch of OpenAI’s text-to-video tool Sora highlights a broader AI problem that too many marketers ignore: With so much AI-generated content out there, customers don’t know what’s authentic. Executives now find their content mixed in alongside AI-generated LinkedIn posts (often with little to no substance).
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Inbox Insight Recognized as Leader for Insight-Powered Lead Generation Services on G2
Inbox Insight
APRIL 18, 2024
LONDON, UK – Inbox Insight, a leading provider of AI-powered lead generation services , has been named a Leader for Lead Generation on the G2 review site. The report analyzed reviews from real users to determine which lead generation services are the highest rated and most loved by customers.
AI-powered martech releases and news: May 23
Martech
MAY 23, 2024
This week, WPP announced a new initiative making Anthropic’s Claude AI model family available across its agency network. WPP uses Amazon Bedrock, an AWS managed service, for the Claude integration. The aim for WPP Open is to use AI to optimize marketing solutions for brands while automating agency processes.
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