Highlights: Actionable insights: The detailed reporting and analytics in RingCentral Contact Center have helped the tea...
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The data collected in your customer support department does not begin and end with customer support personnel. The benefits of the data collected here touches every other aspect of your business including hiring, product support, marketing strategy, and more.
Your customer data is an incredibly rich source of information, particularly if your communication channels are optimized for customer use. This means that you’ve:
- Identified what communication or social media channels are most convenient for your customers
- Installed a data collection tool that increases visibility across all channels
- Hired a customer support team that is trained and ready to answer all inquiries appropriately
What channels are your customers using to communicate their concerns with you? Where do they offer ongoing feedback, report issues regarding product use, ask general questions, or simply get help at the moment needed? All of this data can be collected via website live chat, email, phone, forums, social media, etc.
Have you ever decided to evaluate your customer support team’s performance only to discover you’ve been walking on a thi...
Who’s the most famous bot of all time? Arguably, R2-D2 as the beloved, fictional Star Wars droid.
Does your customer service software help you measure customer expectations? Understanding the relationship between customer expectations and customer satisfaction is crucial to business success. Companies must grasp, understand, and manage customer expectations effectively in order to deliver experiences that meet or exceed them. When they do, businesses can use that momentum to enhance customer satisfaction, build stronger customer relationships, and drive business success.
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Chatbots are fast becoming part of the digital core of tech tools that companies utilize as a secret weapon to increase their competitive advantage in the customer service arena. At the same time, chatbots are solving a very real problem taking place today: of a decrease in available customer service agents and positive customer experiences due to an economic downturn.