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Customer Support

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…

How Is AI Changing CRM?

2019 witnessed a dramatic transformation in Sales operations with the implementation of Artificial Intelligence. Customer Relationship Management (CRM) has cemented its positions as the Number 1 MarTech Tool for CMOs in 2020. CDPs will remain a potent ally, together with Email Marketing and Social Media Automation tools. Leveraging the power of AI will amplify the capabilities of the existing CRM system and help businesses deliver effective customer service. Benefits of CRM Software From a business point of view, a CRM…

MarTech Primer: What is HubSpot Marketing?

HubSpot is an Inbound Marketing and Sales software that assists organizations with pulling in visitors, convert leads and close clients. You can utilize HubSpot Marketing features to create landing pages, make websites and email sequences, and oversee collaborations with your leads and clients—all while examining the achievement of campaign and recording user behavior. HubSpot has a broad number of tools to track user's behavior and actions in the purchaser's journey. The tools are stacked into "hubs"— you can buy them…

Zoho Launches Small Business Emergency Subscription Assistance Program

Program to provide up to 20,000 of Zoho's small business customers free access to their existing Zoho applications for up to 3 months Zoho Corporation, a global company that offers the most comprehensive suite of business software applications in the industry, is launching its Small Business Emergency Subscription Assistance Program (ESAP) to help Zoho customers worldwide weather this global crisis. ESAP is one way Zoho is committing itself to helping its small business customers. For up to 20,000 qualified paying…

Voximplant Announces Key Enhancements to Enable Call Automation for Any Business in Minutes with Voximplant Kit

New features make superior customer experience accessible through AI-driven Interactive Voice Response Voximplant, an innovator in the Cloud Communication Platform-as-a-Service (CPaaS) market providing customized, serverless solutions, announced significant updates to Smartcalls, now known as Voximplant Kit. This no-code, Artificial Intelligence (AI)-powered solution helps companies build scalable outbound and inbound call campaigns leveraging Interactive Voice Response (IVR) and virtual agent capabilities that reduce…

Vonage Continues International Expansion, Adds New Paris Office

Vonage, a global business cloud communications leader, is increasing its presence in France by adding an office in central Paris for the company’s sales, alliances and customer support teams in the region, while offering room for growth. The office, in one of Europe’s largest and most prominent tech nations, is part of Vonage’s expansion plans throughout the wider EMEA region, where it already has several offices, including those in London, Madrid, Berlin, Stockholm, Munich, Wroclaw and Dubai. With this additional office,…

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…

Humans vs. Machines – the Future of Communication

Artificial Intelligence (AI) is increasingly being integrated into everyday life. The technology is so advanced that, in some cases, you may not even realize it is there. Whether this scares you or intrigues you, AI is more life-like than ever before – from robots at airports to security at your grocery store. One industry that is becoming synonymous with the use of AI technology is customer service. Consumers are face-to-face (or voice-to-voice) with chatbots on a regular basis when communicating with brands via their…

11 Reasons Real Estate Needs WhatsApp Chatbots

For realtors, taking time out to ascertain the overall seriousness of a lead from scratch is time-consuming. But, it is a no-brainer that if you wish to be successful when it comes to real estate, you need to capture as many leads as possible to make sure that you have a specific number of clients on a monthly basis. Whether you’re a real estate agent, broker or property consultant, buying or selling a property is a harrowing process that involves tons of calls, emails, and a lot of follow-ups. With a WhatsApp Chatbot for…

Zendesk Invests in Tymeshift to Improve Workforce Management (WFM) Solutions

Leading Customer Support Ticket System and Sales CRM platform Zendesk has invested in Tymeshift. Tymeshift is an Omnichannel Workforce Management (WFM) tool that is made exclusively for Zendesk. Zendesk’s investment will help Tymeshift to build the most-accessible WFM solution. Tymeshift will use the new funding to push for growth in new markets. David Birchmier, CEO- Tymeshift At the time of this investment, David Birchmier, CEO- Tymeshift, shared his vision for the company’s future. David said, “We’re proud of the…

Bootstrapped SaaS startup JustCall Ranks 54th Fastest Growing Company on Deloitte’s APAC Technology Fast 500

JustCall attributes its 1367% revenue growth to laser focus on customer support, powerful automation features, and native integrations with other business tools. JustCall, a popular cloud phone system software for businesses, announced that it ranked 54th on the Deloitte APAC Technology Fast 500™ 2019. A ranking of the 500 fastest growing technology, media, telecommunications, life sciences, and energy tech companies in the Asia Pacific now in its 18th year. JustCall has grown 1367% over the past three years because of the…

MarTech Interview with Parker Morse, Founder and CEO at H Code

"Marketing campaigns can target audiences more effectively and address differences between segments with the right tools and knowledge." Could you tell us about your role and journey into Media and Marketing? Technological advancements like the internet, smartphones, mobile applications, and streaming services transformed the media industry and influenced my own journey into Media and Marketing. I knew that digital would be at the forefront of progress, so I chose to start my career in Investment Banking in the digital…

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…

Directly Announces Acquisition of AI Start-up Kylie.ai

Acquisition of Kylie.ai expands Directly’s technical capabilities to include transactional use cases for customer support Directly, a leader in intelligent automation for customer support, announced the acquisition of AI start-up Kylie.ai. As part of the acquisition, both the Kylie.ai team and their proprietary technology will be brought under the Directly name, representing a tremendous expansion of conversational AI capabilities and use cases available to the market, such as processing refunds, returns, cancellations, and…

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…

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…

TechBytes with Anand Janefalkar, Founder and CEO at UJET

What mobile usage trends do you see amongst Millennials and Generation Z consumers that is transforming customer support? There are a handful of support trends that we are seeing that center around Millennial and Gen Z consumers. The first is that the value being placed on experience has never been higher. In fact, 80% of customers now see their experience with a company as valuable as the actual product. The second, is not just that Millennials and Gen Z are heavy users of mobile devices, they are using channels such…

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…

TechBytes with Jafar Adibi, Head of AI and Data Science at Talkdesk

Tell us about your interaction with smart technologies like AI ML, and Automation for contact centers. AI and ML are near and dear to our hearts at Talkdesk. We have pushed AI as a layer in Talkdesk architecture where it empowers all Talkdesk products. We apply advanced Machine Learning to address practical problems in contact centers on a daily basis and try new ideas without any fear. How did you start in this space? I joined Takdesk about two years ago. My goal was two-fold 1) Make Talkdesk a totally intelligent and…