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By Dylan Max
Chatbots are used by 1.4 billion people today. The interest in ChatGPT is fueling the flames of chatbot adoption to become even more mainstream for personal use and business alike. Companies are now rushing to launch their best AI chatbots to carry on 1:1 conversations with customers and employees. AI powered chatbots are also capable of automating various tasks, including sales and marketing, customer service, and administrative and operational tasks.
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By Dylan Max
Artificial intelligence today is a transformative reality. As pioneers in this realm, Netomi presents a comprehensive list of 58 conversational AI statistics. These figures not only highlight the growing influence of conversational AI and AI chatbots but also offer a glimpse into the future of human-machine interaction.
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By Aneta Ranstoller
Generative AI is rapidly transforming the way we interact with digital systems. From the halls of Congress to the dorm rooms of TikTok users, generative AI is everywhere. It’s reshaping industries, from entertainment to healthcare, and it’s only the beginning. Here is a compilation of thought-provoking Generative AI statistics.
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By Can Ozdoruk
Editor’s Note: The CSAT Score article was originally written on March 27th, 2022 and was most recently updated for relevance and clarity on June 30th, 2023. Every company wants to grow. The easiest way to do that is to keep your existing customers. To retain customers, you need to make them happy. Happy customers turn into long-term and profitable loyalists. And in short, long-term and profitable loyalists go a long way toward improving your CSAT score.
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By Dylan Max
The support tech stack has undergone a significant shift since the early 2000s. The backbone of a support organization today is having one of the best help desk software solutions. In today’s business environment, help desk software is a powerful platform that streamlines the entire support process. In this post, we’re going to dive deep into these solutions.
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By Can Ozdoruk
Editor’s Note: The Top Customer Centricity Examples article was originally written on July 19th, 2022 and was most recently updated for relevance and clarity on November 22nd, 2023.
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By Emily Cummins
The modern customer wants self-service. That’s why, over the past few years, we’ve seen companies build out robust Knowledge Bases (or Help Centers) on Zendesk and other leading customer experience platforms. Zendesk Knowledge Base solutions are team publishing libraries covering recurring topics and questions on products and services. Another way that companies provide self-serve support options is by launching customer service chatbots.
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By Aneta Ranstoller
Despite the accelerating pace of Generative and Conversational AI innovation disrupting contact centers, today’s customer experience (CX) agents are under the same pressure points as always – business performance pressures from one side and demanding customer expectations from the other.
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By Aneta Ranstoller
The world has had its share of crises in the last few years from a health pandemic, political tensions, climate change, humanitarian risks, economic downturns, to technological disruptions and demands. As with any crisis, those who embrace it as an opportunity emerge as leaders. In tech, the rise of Generative AI and launch of ChatGPT disrupted the industry overnight, accelerating digital transformation investments and the adoption of Conversational AI.
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By Emily Peck
Customer service is more important today than ever before. The customer service teams that are driving revenue, wow-ing customers and building long-term relationships often have a strong leader at the helm. Sure, you can hire a customer service leader consultant, but if you are looking for the best in-house operators, you’ve come to the right place. We wanted to recognize our 25 favorite customer service practitioners doing incredible work in the CX space today.
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By Netomi
Learn how to design brand-safe conversations for your customer experience - all in less than 30 minutes.
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By Netomi
Netomi's VP of Product, Shail Gupta, explains the key differences between conversational AI and generative AI and explores how these two technologies can work in tandem to produce a net benefit to your customer experience journey.
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By Netomi
In 2017, WestJet was looking for a solution that would bring their guest and employee experience to the next level. After reviewing over 100 options, they adopted a solution that hit all of these requirements (and more) - Netomi. Watch how this partnership changed WestJet's CX in this video case study.
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By Netomi
Learn how you can differentiate your brand using AI & build deeper connections with your customers in under 30 minutes.
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By Netomi
Welcome back to our series where we interview influential CX Leaders. In this episode, we're speaking to Maranda Dziekonski about working with customers, changes in CS in the past 5 years, her advice to companies - and more! "I am a ground-up builder with a passion for setting up the right teams, systems, processes, and overall infrastructure to take both the team and the company to the next level.
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By Netomi
Maranda is a huge proponent of baking in efficiency in the customer service processes and building scalable processes that grow with the team. Join Maranda and Aneta from Netomi to learn about how to build a recession-proof CX strategy for 2023.
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By Netomi
Taking a customer-centric approach to business is one of the best ways to develop a winning customer experience! Hear from Andrew Carothers, Digital Experience Leader @ Cisco, as he talks about the importance of brands adopting a customer-centric business approach. "Andrew is a Senior Customer Experience leader helping companies and their partners increase customer adoption and retention, improve renewals rates, and drive growth at scale through digital engagement. Builder of award-winning strategies and programs.
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By Netomi
Welcome back to our series where we interview influential CX Leaders. Recently we spoke to Gratia Carver (VP & Chief Experience Officer @ Blue Cross and Blue Shield of Kansas City) about essential tools in CX, the importance of empathy, omnichannel strategies - and more!
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By Netomi
Welcome back to our series where we interview influential CX Leaders. Recently we spoke to Andrew Carothers (Sr Manager, Digital Experience @Cisco) about the customer-centric business model, emerging trends in CX, crucial skills in the field - and more! "Andrew is a Senior Customer Experience leader helping companies and their partners increase customer adoption and retention, improve renewals rates, and drive growth at scale through digital engagement. Builder of award-winning strategies and programs.
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By Netomi
As the eCommerce industry becomes more competitive as barriers to entry shrink, consumers are less loyal and it's easier than ever to switch to a competitor, putting a priority on the customer experience is now required to build and grow a business. Support is now as critical as providing a high quality or unique product, or fiercely competing on price. This Customer Service Benchmark Report uncovers how 2,000 of the world's largest ecommerce companies provide customer support on the leading support channel: email.
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By Netomi
Email is and will continue to be the most widely used and preferred customer support channel. The reason for this is simple. Email is convenient and fast. There are no hold times. It mirrors existing user behaviors. Nearly everyone who uses technology, from boomers to Gen Z, is comfortable sending customer support email.
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By Netomi
Consumers typically don't have an emotional connection to telecom companies. They are universally regarded as the same with little differentiation in service, quality or price. Providing a positive customer experience is a fruitful area for telecoms to differentiate and drive customer retention. With email remaining the preferred digital channel for telecom customer service, our study revealed that companies have a long way to go. Only 53% of companies had an easily accessible email address and of these companies, 65% completely ignored customer emails.
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By Netomi
Customer service is more important today than ever. A company's ability to resolve issues quickly, conveniently and with little effort from customers has become as essential as product, quality and price.
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Automatically resolve customer service inquiries at the industry’s highest rate over messaging, chat, email and voice.
Netomi resolves up to 90% of your customer queries that come in via email, chat, messaging apps, voice and SMS. Netomi AI understands the customer’s intent and can fully resolve her query in autopilot mode leveraging your backend systems. You can rely on Netomi AI to provide immediate, accurate & respectful resolutions over any channel your customers prefer, freeing up your agents to focus on higher-value tasks.
Enjoy incredible results with AI:
- Customer Happiness: What do you get by effortlessly resolving your customers issues on every channel? Long-term loyalty, profitable relationships and customer satisfaction increases of 24%.
- Full Resolution: We don’t deflect tickets. We personally resolve up to 90% of your customer service tickets in seconds.
- Lightning Fast Scale: Seamlessly manage unlimited and unanticipated spikes in ticket volume. Our AI has no limits, and can simultaneously resolve an infinite number of tickets.
Resolve your customers’ needs instantly on any channel.