Popular stories shared among agents, business leaders and our loyal readership are on top CX tips, new solutions launched and mergers. Didn’t have a chance to read through them all? Don’t worry, we’ve done the leg work for you and selected our top five popular articles from last week. Enjoy!
Data is Key for Creating an Individualised CX, says Twilio
Building customer profiles, nurturing new consumers and the prediction of patterns are just three of the 15 ways data can be used to boost CX, according to a brand new report from Twilio.
Their guide, called 15 Ways to Use Data to Engage Your Customers, is the result of extensive information brought to the market in a partnership with Segment, the leading customer data platform.
The paper shares insights on tips on what data business leaders should track, tactics to engage new website visitors, strategies to encourage ongoing purchases and tools to help collect, organise, and activate data.
AI-powered Knowledge Management Solution Launched by NICE
NICE, the world’s leading provider of both cloud and on-premises enterprise software solutions, announced the launch of CXone Expert, a new comprehensive artificial intelligence (AI)-powered knowledge management solution. The software reduces friction by projecting personalised content to customers seeking self-service while injecting crucial insights throughout the customer journey. CXone Expert works to eliminate the frustration with today’s self-service experience by transforming bots into smart AI-based agents.
Today’s consumers like to have choice and flexibility of what they are used to with friends and family. They expect the same when communicating with customer service organisations. CXone Experts brings effortless self-service experiences through the digital channels customers turn to first. This includes mobile applications, search engines, chatbots, and websites.
Hubspot Offers Unification to Businesses in a Connected CRM Platform
Hubspot announced their Operations Hub Launch. The solution offers that all important unification in a connected CRM platform, with the syncing of data, aligning of teams and collaborating of operations all under one strategy. The solution will also allow businesses to automate processes, maintain data cleanliness and run an entire company from one powerful, easy-to-use platform, meaning teams can be aligned around the shared business mantra of delivering exceptional CX. In short, the product aims to transform the role of operations professionals across the business world.
HubSpot’s EVP of Revenue Operations Alison Elworthy said: “Operations teams are the unsung heroes of our industry. They carry the responsibility for managing the systems, processes, and data that keep a scaling company running every day.”
Talkdesk-Zoom Collaboration will Help Organisations Break Down Silos
The integration between Talkdesk and Zoom will help organisations break down collaboration silos and leverage the power of true enterprise-wide teamwork. Thanks to a back-office integration, the Talkdesk and Zoom solution makes call routing frictionless, eliminating the need to switch between applications.
Maximising productivity and increasing customer satisfaction can be achieved through promoting teamwork and knowledge sharing between agents and other teams. With a simple click, agents can access subject matter experts for real-time collaboration to answer customer questions and resolve issues fast and on the first attempt. Combining UCaaS applications from Zoom with the Talkdesk CCaaS solution companies can streamline operations even more, by integrating their cloud investments.
New Service Cloud Innovations Announced by Salesforce
Salesforce has introduced the next generation of Service Cloud. The technology will support changing customer service expectations and provide connected, personalised service from anywhere on one digital engagement platform.
Over the last year, service agents moved quickly to work from their kitchens and living rooms but relied on legacy technology. Disparate, on-premise solutions and spreadsheets weren’t designed to manage globally distributed workforces. At the same time, agents were having a hard time adapting to an unprecedented surge in the volume of customer requests across all digital channels and new, in-demand experiences such as appointment setting and curbside pickup
