Posts Tagged ‘live chat’

Four Types of Bots Used for Customer Chat

Whether you’ve been contacting your cable provider or seeking assistance from an online retailer, chances are you’ve come across a bot used for customer chat. Telltale signs include rapid-fire response time, generic language, and a lack of the pleasantries we’re accustomed to using in human conversation. If you’re lucky, the bot will let you know…

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Why Prioritizing Empathy and Emotional Understanding Drives Success

The term emotional intelligence was coined by Peter Salovey and John D. Mayer in 1990. They defined EQ as a set of skills hypothesized to contribute to the accurate appraisal and expression of emotion in oneself and in others, the effective regulation of emotion in self and others, and the use of feelings to motivate,…

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Five Best Ways to Train Live Chat Agents

One of the hottest customer engagement trends so far in 2018 is an increased focus on improving the agent experience. However, there is a big difference between spending limited budget resources on trends and allocating precious resources to projects that deliver increased growth and profitability. As an artificial intelligence company that optimizes live chat, RapportBoost.AI…

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How to Master Customer Experience Optimization: An Interview with Dean Shaw

Throughout our interview series with Dean Shaw, Global Program Manager at SAS, we’ve covered a diversity of topics including live chat customer engagement and live chat lead generation. In the third and final installment of our series, we discuss customer experience optimization and the importance of focusing on ‘Little Data’ before going big. RB.AI: Are there common pitfalls…

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Driving Live Chat Lead Generation: An Interview with Dean Shaw

In part two of our interview series with Dean Shaw, we talk in detail about live chat lead generation and using voice of customer data to optimize live chat. Dean is Global Chat Program Manager at SAS, a provider of analytics software and solutions for business that’s been making sense of the toughest business problems for decades.…

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Live Chat Benefits and Challenges for Online Brands

It’s the age of conversational commerce, and the numbers are in: live chat holds unprecedented sales and customer service potential for companies and customers alike. But like any new technology, live chat benefits come with challenges. Live chat benefits online brands because it’s more efficient than traditional call centers or email support. Thanks to the built-in chat routing features of live chat companies such as Zendesk Chat, Olark, LiveChat, Inc., and Intercom, agents can partake in multiple conversations at once as determined by their experience and availability.

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Live Chat Customer Engagement: An Interview with Dean Shaw

If you’re looking for solid numbers that support the effectiveness of live chat customer engagement and revenue potential, look no further than our recent conversation with Dean Shaw, Global Chat Program Manager at SAS. A provider of analytics software and solutions for business, SAS has been making sense of the toughest business problems for decades.…

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How Will You Improve Agent Experience this 2018?

The new year brings the great opportunity for organizations to assess their customer engagement strategies, prioritize investments, and make new efforts to improve agent experience. As such, we thought it wise to review some key findings from the Customer Contact Week Executive Report, Contact Center Priorities for 2018, to help guide your organizational decision making…

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Can AI Automate Live Chat? General Assembly Hosts Michael Housman

Dr. Michael Housman, Chief Data Scientist at RapportBoost.AI, speaks to General Assembly about how AI can automate live chat, and in the process, boost the KPIs that are most important to your brand. “Chat is a medium that’s being used more and more by companies that are engaging consumers directly, and they’re finding that it’s a great…

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Five Tips to Help Online Brands Get Started with Live Chat

Offering live chat is a no-brainer for any brand that sells online. Studies show that live chat is the preferred method of communication for customers who buy online. Not to mention, a well-implemented chat platform saves brands money. As with any new technology, there are keys to adoption that can make setting up and administering…

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