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In: CRM Best Practices, Customer Experience

I recently attended a webinar called “The future of AI (artificial intelligence) in customer service”.  Experts at both Zendesk and Netomi presented their research findings and answered questions from the audience members. This webinar intrigued me. So, I went on to study the impact of AI on customer experience across industries and solutions. This blog recaps my key takeaways. What is AI in customer service? When people think about AI, they often think of Amazon’s Alexa or Apple’s Siri. Can Alexa or Siri help you with your NPS scores? Maybe! Let me define AI in the customer service realm. In simple terms, artificial intelligence automatesRead More →

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In: CRM Best Practices

If you are using a CRM system to manage your technical support or customer service tickets, then you are likely using related system notifications. These are notifications triggered by an action or inaction, and sent to a designated group of employees, customers or both. Customer service teams use notifications for two main purposes, either to generate awareness about a business activity and/or to spur some type of action, such as checking back in with a customer or following up with another department to check on case progress. Ultimately, effective use of CRM notifications will help you achieve your customer outcomes such as achievement of SLAsRead More →