Tech Leaders Come Together To Build Out The Future Of AI In Customer Support

Forethought, an AI enterprise company, unveiled its Customer Advisory Board. The group comprises industry leaders that advise on the future of AI in enterprise. Given each party’s breadth of experience, the collaboration seeks to expand market knowledge and the future of exceptional customer support when powered by AI. With COVID-19, people around the globe transitioned to a digital-first world, and customer support queues filled to the brim, with tickets piling up to 5x their usual numbers. Industry leaders, like…

Regalix Announces 24/7 On-Demand Flexible Customer Support Agents

Regalix, a global leader in Revenue Operations and Sales Enablement, announced the availability of 24/7 on-demand customer support agents for e-commerce and retails businesses as they start to prepare for the busy upcoming holiday season and beyond. With a proven framework, process and track record of providing timely and unparalleled customer support to F500 enterprises resulting in a CSAT of 95%+, Regalix's Flexible Customer Support solutions leverages a virtually distributed talent pool of agents that are fluent in…

Helpwise Launches Anxiety-Free Team Inbox for Customer Support Teams Working Remotely

Over 92% of customer support reps report high blood pressure, anxiety and stress-related disorder. Helpwise has launched Zenbox to help customer reps get through customer tickets with higher focus and lower stress and anxiety Helpwise is a shared team inbox software for customer support teams. It allows customer support reps to handle customer queries across multiple channels like email, SMS, WhatsApp, live chat, Twitter, and Facebook from a single platform. As most of the businesses adopted work from home during these…

Customer Support Teams Gain Powerful Insights With New Data Visualization Capabilities in Calix Support Cloud

New capabilities give customer support teams a visual dashboard to proactively address subscriber Wi-Fi and home network issues to deliver the ultimate subscriber experience Calix, Inc. announced a new visual reporting dashboard within EDGE Insights that enables communications service provider (CSP) support teams to easily view and analyze data related to customer-care operations and address issues with maximum efficiency. By providing an immediate, concise view into critical network issues and the subscriber experience,…

Freshworks Doubles Omnichannel Customer Support ARR In H1 2020

Company growth continues as businesses look for better ways to engage customers Freshworks Inc., the customer engagement software company, announced its H1 2020 highlights, showcasing continued momentum during the pandemic. Freshworks’ Freshdesk Omnichannel product, which combines the power of customer support software with chat and telephony solutions, showed particular strength by doubling its ARR during the first half of 2020 — propelling the company further past the $200M ARR milestone announced earlier this year.…

Vonage Powers Messaging Capability and Customer Support

Indonesia’s largest telecommunications and network provider, PT. Telekomunikasi Indonesia, has chosen Vonage, a global leader in cloud communications helping businesses accelerate their digital transformation, to enhance its customer communications and experience. The Vonage Messages API has been integrated into Telkom Indonesia’s five business divisions - IndiHome, a broadband retail service, wifi.id, a Wi-Fi and hotspot service, Telkom DBS, a digital business solutions, Telkom DWS, its wholesale segment portfolio and …

Cengage Wins Customer Relationship Management Institute’s “Top Customer Support” Award for Third Consecutive Year

Award Measures Customer Satisfaction on a Five-Point Scale; Cengage Received nearly 94% Customer Satisfaction Rating For the third consecutive year, Cengage has won the Customer Relationship Management Institute's NorthFace ScoreBoard Award for top customer support. The award is based on feedback from customers—students, instructors and administrators—as measured by CRMI LLC, a recognized expert in developing and implementing customer and employee experience management strategy programs. "We're honored to again receive…

Conversica Expands Its Sales and Customer Support in Latin America by Partnering with Nectia Cloud Solutions

Conversica, Inc., the leader in Intelligent Virtual Assistants helping organizations attract, acquire and grow customers at scale, announced today that it has formalized a reseller agreement with Nectia Cloud Solutions, a premier partner in Latin America and the number-one Salesforce partner in Chile. As part of this partnership, Nectia Cloud Solutions has committed resources to an entirely new business unit, Predict-IA, which is dedicated to Artificial Intelligence solutions in the cloud. Predict-IA will provide direct…

Announcing ScreenMeet Live: Voice, Video Chat and Screen Sharing to Empower Brands to Recreate Face-to-Face Customer Support Activities…

Agents at enterprises deploying ScreenMeet Live can seamlessly escalate text chat sessions with customers on desktop and mobile to voice, video chat and screen share directly from within their CRM, with no download for the customer ScreenMeet announced today the release of ScreenMeet Live, a suite of instantly available, browser-based, remote customer engagement tools helping retail and consumer services brands to transition their face-to-face, personalized shopping and customer support services to an online environment.…

Televerde Introduces #InThisTogether; Provides 90 Days At-Cost Customer Support Solutions for B2B and B2C Organizations

By Using Televerde’s Program, B2B and B2C Companies of All Sizes Can Emerge from the Crisis Poised for Rapid Growth It has become clear that COVID-19 will leave long-term business and economic consequences in its wake. Televerde, the first and only fully integrated sales and marketing technology organization with a proven execution model for generating demand and accelerating sales, looked at its unique business model to find a way to be a part of the solution. Televerde has always believed in “business as a force for…

Kaizo Raises $3 Million to Accelerate Customer Support Productivity Leveraging Gamification and Artificial Intelligence for Agents Worldwide

Led by Gradient Ventures (Google's AI fund) and Partech; Christoph Auer-Welsbach, former Partner at IBM Ventures, Joins as Co-Founder Dutch startup Kaizo, formerly known as Ticketless, announces a $3 million seed round led by Gradient Ventures, Google's AI-focused venture fund, and Partech, with participation from several angel investors. Entrepreneur and investor Christoph Auer-Welsbach, former partner at IBM Ventures, also joins Kaizo as a co-founder. Kaizo was started in 2018 by Dominik Blattner, an entrepreneur with…

UJET Releases New Research with Insights on the New Tools, Technologies, and Channels Shaping Customer Support

New report further establishes the need for building seamless customer experiences across all channels and touchpoints UJET Inc., a leading provider of customer support communications and solutions, released its new report, Optimizing Channels for Customer Support, focusing on the new tools, technologies, and channels customers are moving towards as they look for a more seamless support experience. The report is based on a survey conducted with data analytics firm YouGov, which queried 500 respondents across…

First-of-its-kind, maaiiConnect Spearheads the Next Generation of Customer Support

The Digital Convergence Platform Seamlessly Integrates Crystal-Clear Voice + Video, Smart Messaging, and Customer Identity Products With Back-End Systems to Mobilise an Unrivalled Communications and Customer Support Experience Leading global telecommunications solutions provider M800 announced the soft launch of its digital convergence platform maaiiConnect. The pioneering product is set to revolutionise B2C and B2B communications by integrating telecom and digital communication channels onto a single interface to…

Painful Customer Support Experiences Bring 52% of American Consumers to Tears and Profanity

Genesys survey highlights cultural differences as U.S., China and India show highest rate of frustration while seeking help More than half (52%) of U.S. respondents in a recent survey reveal they become so frustrated when soliciting customer support that they swear or even cry. This figure is similar to U.K. survey results (50%) but pales in comparison to the 60% response in India. Other highly emotional country results include China (58%), Singapore (55%), and Malaysia (51%), comparing to only 19% of South Korean…

US Consumers Believe Customer Support Calls Put Them At Risk for Fraud

Sitel Group has found that more than four in five Americans think brands could do more to prevent customer service fraud and one in four don't trust that brands are handling their personal information securely Half (46%) of Americans admit they have been a victim of fraud, but nearly all (92%) think the risk of fraud is increasing in our day-to-day activities. Even more concerning, nearly one third (31%) have actually felt at risk for fraud when contacting a brand's customer service department, and 47% said it was because…

Sprinklr Launches Live Chat for Fast, Personalized Customer Support

Enabling real-time conversations with customers while they’re on a brand’s website and mobile apps Sprinklr, the world’s first Unified Front Office for Modern Channels, announced Sprinklr Live Chat, a customer service capability that helps businesses provide immediate support to visitors on their website and mobile applications. Users can automatically assign incoming chats to available agents or enable chatbots with artificial intelligence that can answer standard queries. Sprinklr Live Chat is included as a standard…

Wyoming Multilingual Customer Support Provider Receives First Seed Round

Language I/O, a women-founded and Wyoming-based startup that was the first to embed tech inside many CRM (client relationship management) platforms allowing English-speaking help desks to provide e-support in any language, has closed a seed round for an undisclosed amount. Language I/O powers multilingual customer support for companies such as LinkedIn, Shutterstock, Constant Contact and PhotoBox, which use Language I/O to provide customer support in any language over email, chat and article translation. The funds will…

UJET Releases E-Book on How Millennials and Generation Z Are Transforming Customer Support

Detailed Resource Highlighting Tips and Insights for Businesses to Fuel Growth and Marketplace Position Among Emerging Demographics UJET, Inc., a leading provider of customer support communications and solutions, announced the release of a new e-book detailing how Millennial and Generation Z communications and technological preferences are reshaping customer support. The e-book, The Expanding Wallets and Purchasing Influence of Millennials and Gen Z, focuses on how businesses can deliver an efficient and effective support…

Bold360 Optimizes Workflows for Behind-the-Scenes Customer Support Teams

AI-powered search enhancements and advanced management tools bring more effective coaching and empower teams to work smarter, not just harder LogMeIn announced enhancements to its AI-powered Bold360 suite that make it easier for supervisors, content managers, and other critical behind-the-scenes customer service teams to work smarter, faster, and improve overall performance. From aggregating valuable information to more advanced agent monitoring, these latest features drive operational efficiencies and empower support teams…

How Customer Support Tools Help in Improving Your CRO

It’s much easier to double your business by doubling your conversion rate than by doubling your traffic - Jeff Eisenberg Internet Marketing has become one of the biggest strategies used by businesses to improve their visibility in the cyberspace. And when we talk of online marketing, the concept of Conversion Rate Optimization (CRO) can’t be far behind. When done rightly, CRO can quickly help a business convert prospects or visitors to its website into customers or buyers. There are enough figures to emphasize the…