Black Friday Chatbot via Google Dialogflow
Our client is one of the regional leaders within the e-commerce industry and wanted to remain anonymous for this case study. Despite having an expanded call center team, they were challenged to manage their increasing traffic during Black Friday. Increasing the number of agents was just insufficient, costly, and not sustainable.
To better manage the increasing call volume, reduce agents’ stress and decrease customer complaints in the most efficient and effective way, the client needed a chatbot that would understand customer requests and provide solution.
As a solution, Call Center Studio designed a Chatbot using Google’s Dialogflow to automatically handle repetitive requests.
Discover Benefits and Best Practices to Improve a Call Center
In the modern world, call centers remain one of the most challenging places to work in. They have very high turnover rates, usually low employee satisfaction, and are regarded as a cost center by most executives.
The ongoing pandemic has had a major effect on how businesses operate, including call centers. It forced many offices to close down and created pressure to switch to a work-from-home (WFH) environment. There is no saying if this “new normal” is here for good, but many businesses have already decided to cultivate WFH while some are still struggling.
So, how can you manage your team effectively in one of the most challenging environments under the pressures of digitalization, remote work, and customer demands?
Download this Success Kit to discover how to improve your Call Center.
B2B Customer Support Software – The Journey from Discovery to Onboarding and Beyond
Customer service organizations must rethink their cultures, staffing practices, and measures of success to best support the new workforce. That's according to the Forrester report on 2020 customer service megatrends. Doing so will take a reimagination of your current strategy and the way you measure success. On the customer's terms, not yours.
This is particularly important when it comes to B2B (business-to-business) customer support, where the customer is a more complex entity. They are also high value than B2C (business-to-consumer) customer. Which means that if your customer support falls short, the cost of losing that customer has a much higher negative impact to your organization.
This eBook provides a step-by-step guide to:
- Understanding why now is the time to change your B2B customer support software.
- How to choose the right B2B customer support software solution for your business.
- Ensuring a successful implementation process.
- Knowing what to expect after onboarding.
- Tools and resources that empower B2B customer support teams to get the most benefit out of their software solution.
Download this eBook to learn more.
Customer Support Transformation – The Guide to Essential Practices and Metrics
TeamSupport recently issued a major industry report in collaboration with ServiceXRG called Customer Support Transformation: The Guide to Essential Practices and Metrics. This report examines important trends in customer support delivery and offers tangible guidance for customer support and service professionals to meet growing expectations of both customers and company executives.
This report examines:
- Customer demand for Support services.
- Practices companies use to manage and respond to customer Support requests.
- Metrics and measurements for Support.
- Benchmarks to indicate current performance levels.
- Strategies and practices to scale Support.
- New challenges and opportunities for Support.
Download the report to learn more.
How Telefonica Reduced Complexity for MIMs Using Subscriptions & Flow Designer
A couple years ago, Telefonica teamed up with xMatters to transform the comps for MIMs. This process sought to use different tools like workplace or Facebook, to see if there could be improved communications with customers.
The team had trouble using JavaScript, and found the development environment was arcane and broken. They decided to use xMatters Help Pages to understand workflows and custom integration in order to optimize the platform. The team implemented a workplace designer and chatting integration, along with workplace and Facebook integration to streamline the communication process.
Learn more about Telefonica's journey, and how xMatters helped decrease the number of licenses needed for broadcast messages, and subsequently increased their reach of comms with ~600-700 more use cases.
No GPS Tracking System Yet? Here’s Why That Should Change in 2019.
It’s the end of the day and the phone rings at your office. There’s an angry caller on the other end of the line. It seems one of your company trucks turned around in a parking lot, clipped the caller’s car, and kept going.
According to the caller, the truck caused thousands of dollars in damages. The crew supervisor states that no employee traveled anywhere near the address in question. But the caller is persistent. They have the name of the company, a driver description, a plate number, and a witness.
Read on to learn more...
Fleet Tracking Improves Company Performance and Here’s the Proof
Thanks to fleet tracking…
…businesses from construction and industrial firms to local delivery and paratransit fleets are able to monitor their drivers’ routes, routines, and performances. However, business owners often waver when they believe their team might question their loss of privacy, job competence, or job fairness. Change may be resisted but the latest research from Berg Insight, Frost & Sullivan, and the Bureau of Labor Statistics shows beyond the shadow of a doubt that the business benefits tip the scale in favor of fleet tracking for growth, success, and longevity.
Experience Business Without Blindspots
ClearPathGPS is an easy-to-use fleet management system which offers thirty-second updates on vehicles in the field, as well as color-coded status updates and track points. Watch your fleet moving automatically in real time. Over 60 reports, graphs and alerts to choose from with the ability to show the full fleet history for up to one year. The industry-leading service and support teams specialize in working with small to midsize local fleets. No contracts. Suspend or cancel anytime. $20/month.
Your HR Plan
Maybe you’re evaluating GPS fleet tracking, but you’re worried it’ll spook your drivers.
Or maybe you’re just starting to research vehicle tracking. You see how it could benefit your company — saving you money, improving customer service, encouraging better driver behavior. But you’re thinking it could also hurt employee morale. What if it makes your drivers think you don’t trust them?
And what does the law say? When are you violating your drivers’ privacy? What can and can’t you do? Could these trackers come back to bite you with a lawsuit?
How Do We Tell Our Drivers?
Maybe you’re evaluating GPS fleet tracking, but you’re worried it’ll spook your drivers.
Or maybe you’re just starting to research vehicle tracking. You see how it could benefit your company — saving you money, improving customer service, encouraging better driver behavior. But you’re thinking it could also hurt employee morale. What if it makes your drivers think you don’t trust them?
And what does the law say? When are you violating your drivers’ privacy? What can and can’t you do? Could these trackers come back to bite you with a lawsuit?
Is This Even Legal?
Maybe you’re evaluating GPS fleet tracking, but you’re worried it’ll spook your drivers.
Or maybe you’re just starting to research vehicle tracking. You see how it could benefit your company — saving you money, improving customer service, encouraging better driver behavior. But you’re thinking it could also hurt employee morale. What if it makes your drivers think you don’t trust them?
And what does the law say? When are you violating your drivers’ privacy? What can and can’t you do? Could these trackers come back to bite you with a lawsuit?