customer support

Why Customer Focus Eludes So Many Brands

Companies agree they need to focus on their customers. So why are so many bad at delivering? PHOTO: Maarten van den Heuvel No business can survive without customers. They are integral to the success, or failure, of any organization. Wikipedia defines a customer as: “In sales, commerce and economics, a customer (sometimes known as a client, buyer, or purchaser) is the recipient of a good, service, product...

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Up Your Personalization Ante With the Help of Machine Learning

By layering machine learning on top of your existing customer experience solutions, companies can up the ante on their personalization efforts PHOTO: chuttersnap People have grown accustomed to companies offering them personalized experiences — so much so that they have begun to expect it as the norm. Indeed, in a recent report titled “The AI Revolution,” Salesforce Research reports that 51 percent of consumers and 75 percent of...

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Don’t Bet on the Bots, 4 Ways to Keep Customer Service Human

Automation can support and enhance customer service but it's not substitute for the human touch PHOTO: trauma_j Chat bots aren’t bad news for customer service, but if you leave important human touch points entirely in the hands of AI and machine learning, problems will arise.  The biggest drop in the American Customer Satisfaction Index since the mid-90s happened between 2013 and 2015, suggesting that businesses need more...

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