aheadCRM

In a mobile world, where the smartphone has become the command center of our lives support needs to be offered from directly inside the app, using in-app messaging. This way the advantages of being able to send relevant contextual information about the state of the app to the service agent and the ability to engage in a service conversation via a conversational UI can get brought to full advantage. The user is identified, relevant information has been gathered, which the service agent can use right away. This leads to capabilities that a genuine mobile in-app support system needs to have on top of generic help center functionality: 1.      In-App FAQ that gets pushed out to the phone and is available in an offline scenario 2.      Collation of meta data about the phone, user and the incident that created the support call, along with the ability to send that to the customer service center 3.      In-App messaging/conv...

Shopping Robot; Created by Kjpargeter - Freepik.com My new column article on how to take advantage of AI and MachineLearning in eCommerce is live on CustomerThink . It gives you background and actionable information, answering pressing questions like 'Where does AI come into the picture'? Not wanting to spoil, here a little hint: There is far more than merely product recommendations. But read for yourself !

Following some of my posts on AI in customer service environments I got contacted by Daniel Doctor from Tenacity who invited me for a chat with Ron Davis , the founder and CEO of the company. Which I had. And it was an interesting conversation. In my articles I spent a lot of time focusing on how AI, machine learning and chatbots can help improving both, the customers’ and the service agents’ experiences by making sure that all relevant data is collated and available, reducing wait times for customers, being able to already suggest good solutions to both, customers and agents, and so on. The objective is at all times to have the customer get a good solution as frictionless as possible and to enable the service agent to concentrate on the hard jobs. The idea behind this approach is that it reduces customer irritation by having the answer faster and improves the agent situation by making the work more attractive. After all, who of us loves dull, boring and repetitive work. Not ...

Source: Wikimedia , Integrationrocks Today’s customer service requirements are getting ever more complicated for businesses. Customers encountering problems increasingly rely on self-help.   Customers may start looking for solutions by searching on Google, on   community sites, or inside a mobile app . A logical starting point depends on the device and application, as well as personal preferences. The bottom line is: customers want to get to their solution as quickly and easily as possible, and they do not want to change their habits and preferences in order to reach support. Many companies run several customer service applications that support different channels, each with a separate knowledge base (KB) subsystem. These may include a support application for an ecommerce site, some general help pages on the company web site, and FAQs on a mobile application. For internal purposes, there might even be an Enterprise Content Management (ECM) system with information for...