News

Communication in Customer Service: How to Make Your Customers Feel UnderstoodtwitterfacebooklinkedinImagine you want to order a vacuum cleaner from an e-commerce store, but you still have some questions about the product. After endless searching, you finally stumble...

5 Reasons for Inefficiency and Time Loss in Contact CenterstwitterfacebooklinkedinIf you have ever doubted the importance of customer service to the success of your business, a recent pilot study may change your mind. It shows that 78% of customers permanently change...

5 Use Cases for AI in Customer Service and How It Benefits Your Logistics CompanytwitterfacebooklinkedinOrdered today – delivered tomorrow. What was the exception just a few years ago is almost standard practice today. Due to the ever-increasing popularity of...

Customer Centricity and Digitalization: 5 Tips for Ensuring Optimal Customer FocustwitterfacebooklinkedinCustomer centricity is the name given to a value chain that starts with the customer and focuses on their needs and wishes. At first glance, this approach seems to...

6 Customer Service KPIs That Every Logistics Provider Should TracktwitterfacebooklinkedinCustomer service as a valuable customer touchpoint has become a decisive unique selling point. Due to increased competitive pressure, logistics providers must also pay more...

Logistics: Strengthen Customer Loyalty in Your Company in Just 3 StepstwitterfacebooklinkedinWould you agree with the following statement? The success of a logistics company stands and falls with the quality of its customer service. No? Then you’re probably thinking...

How Distance-Based Communication in Customer Service Enables Productivity Despite the CrisistwitterfacebooklinkedinWould you rather pop to the supermarket or go to an online shop? For months now, many people have thought twice before going to a physical store....

3 Ways to Get Maximum Value From Your Customer Service Datatwitterfacebooklinkedin“This call is recorded for training and monitoring purposes” is a phrase with which many customers are familiar from their calls to service hotlines. For call centers and customer...

First-Class Customer Service: What the Energy Industry Can Learn From E-CommercetwitterfacebooklinkedinDo you offer your customers exactly the service they expect? Two thirds of energy providers would answer this question with a resounding “Yes”. However, consumers...

How to Optimize the Customer Experience in E-Commerce Through FAQ AutomationtwitterfacebooklinkedinDid you know that the first chatbot was invented in the 1960s? Back then, however, you could only dream of using it on a daily basis in customer service. The prototype...

Podcast Special: The Intersection of AI and CX featuring parlamind and 4ComtwitterfacebooklinkedinAs technology evolves, Artificial Intelligence(AI) plays a pivotal role in a companies Customer Experience(CX). When customers are interacting with a company, the CX is...

How Customer Service Should Handle The 5 Most Common FAQs About Covid-19twitterfacebooklinkedinOn one side of the line there’s an impatient customer who’s been on hold for 30 minutes. On the other side there’s a service agent working from home who is struggling with a...

Home-based Agents: How to Effectively Switch Your Customer Service to “Remote”twitterfacebooklinkedinWith the spread of Covid-19, companies across the globe now have their hands full adapting to new challenges. In e-commerce, customer service is particularly in...

The Consumerization of the B2B Industry: What Does This Mean For Your Company?twitterfacebooklinkedinBusiness-to-business or business-to-consumer: For a long time, companies regarded approaching private individuals with their products as categorically different to...

Optimize E-Commerce Business Models with Intelligent Automation in Customer ServicetwitterfacebooklinkedinIt is no longer possible to imagine a working world today without the internet. Likewise, AI technologies are expected to have a disruptive impact on existing...

Wake-Up Call for Customer Service: 3 Things We Can Learn from Current EventstwitterfacebooklinkedinHow does a company maintain its normal operations in customer service even though direct person-to-person contact is "prohibited" from one day to the next? Due to the...

Competitive Advantages with Artificial Intelligence in E-Commerce: Why Companies Should Become Active NowtwitterfacebooklinkedinArtificial intelligence is on everyone’s lips. We’re hearing about groundbreaking technological developments and some amazing ROI. Solutions...

Automated Customer Service Solutions: A Guide to Successful AI Project ManagementtwitterfacebooklinkedinArtificial intelligence creates tangible business value. According to Gartner, companies can expect value growth of 2.9 trillion dollars based on AI innovations...