Latest Insights in AI for Customer Service

How to Become the Ritz-Carlton of Customer Service Within Your Industry

How to Become the Ritz-Carlton of Customer Service Within Your Industry

Introduction Many people consider Ritz-Carlton the pinnacle of customer service excellence, and stories of how the brand goes out of its way to delight its customers are legendary. For example, one guest forgot his laptop charger while staying at the Ritz. Before he could even call the front desk to inquire about his missing item, the hotel had already couriered his charger with a personal note and extra charger in ...
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ai platform

How to choose the right AI platform for your support operations

If you work in Customer Service, by now you’ll know that customers have become more demanding than ever and that offering a good experience can be the difference between retaining a customer or giving your competitors an advantage. Help desks today offer workflows and automation functionalities but there are still a lot of manual and repetitive processes being done in your team. As one of our customers said, “this repetitive ...
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UX/UI self-service

How to setup self-service from a UX/UI perspective

Companies often overlook customer support operations as a big part of customer engagement, and are frequently unaware that there’s a very thin line between a customer being a promoter or a detractor for a brand. Creating an engaging and empathetic relationship with customers is key to a successful approach to customer service, and this is where self-service comes into play. In the immediate world we live in, leaving people — ...
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igaming customer service

How to leverage AI for Customer Service in the iGaming industry

The iGaming industry has been growing steadily over the last years, with the global online gambling market being estimated to be valued at more than 92.9 billion dollars by 2023. Last year, while casinos with physical locations were struggling, online gaming platforms saw a renewed surge in popularity resulting from global lockdowns imposed all around the world and people looking for new forms of at-home entertainment. In fact, revenue from ...
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self-service deflection rate

How to calculate self-service deflection rate in Customer Service

The concept of “deflection rate” in the customer service world was first introduced when help centers became a trend. At the time, they were the best way to help customers help themselves, allowing them to solve their questions on their own, which in turn saved companies time and resources. High deflection rates were associated with complete, accurate and up-to-date knowledge bases. Customers could search for a solution before submitting a ...
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customer service efficiency

Measuring customer service efficiency: an interview with EatTasty’s Carolina Cadório

Growing up, Carolina Cadório thought she’d become a biologist. She has a degree in Biology and a master’s degree in Animal Behavior. However, when she was out of university, she took a break from studying and soon realized she didn’t want to build a career centered in the academic world. She got her first customer-facing role in a hostel, before moving on to the startup ecosystem and taking on a ...
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