"Every kind of online interaction—website visits, API calls to mobile apps, and others—is being attacked by bots. Whether it's fraud, scraping, spam, DDoS, espionage, shilling, or simply altering your SEO ranking, bots are wreaking havoc on websites as well as mobile and business applications.
But that’s not all: they’re also messing with your business intelligence (BI). They can skew audience metrics, customer journeys and even ad buys, making business decisions questionable and costly. According to Forrester, ad fraud alone was set to exceed $3.3 billion in 2018.
Not all bots are bad. In fact, your business depends on them. Search engine bots, for example, give your web presence visibility and authority online. Other good bots help you deliver better customer experiences—perhaps a chatbot provides instant customer assistance on your site. What’s important is enabling the good bots and blocking the bad ones."
This guide is used to deploy
conversational sales to your sales
It will answer the following questions:
• How to introduce live chat to your sales team
• How to analyze good and bad conversations
• How to coach your team to have better conversations
• How to align a sales development representative (SDR) team
with account executives and a marketing team
This handbook uses the Conversational Framework to inform
how you engage with, understand, and recommend the right
thing to the right buyers at the right time
For enterprise businesses, the conversations you are having with your customers and employees can help transform your future. At Verint Next IT, we deliver intelligent self-service solutions to help companies elevate the customer experience while driving operational efficiency.
We understand that the challenge for many companies exploring AI and automation initiatives lies in knowing the right place to start and also how to grow. That’s why we offer AI Blueprint™.
With AI Blueprint and our proven Alme® platform, we ensure that every enterprise succeeds with AI now and in the future.
Download the eBook to learn:
• What AI Blueprint is, what it does and why it matters
• The benefits of Conversational AI and how it is transforming businesses everywhere
• Five ways AI Blueprint and our Alme platform help companies thrive with intelligent virtual assistant (IVA) and chatbot solutions
Hyperion Infographic: Cloud-based EPM solutions deliver greater agility and efficiency, at a lower cost—which is why hundreds of Hyperion customers are upgrading to Oracle EPM Cloud. New technologies are changing how finance operates… AI, machine learning, chatbots, process automation, and more. When you migrate to a cloud-based EPM solution, you can access these features and functionality to gain greater efficiencies and improve the quality of decision-making.
Published By: MindTouch
Published Date: Mar 08, 2019
Chatbots are hungry and knowledge management is the secret sauce.
Chatbots are all the rage. They help customers find information and answers. They help contact centers automate tasks and create considerable efficiency gains. How, then, do organizations ensure their chatbots consistently deliver A+ experiences?
The answer is knowledge management.
Without the availability of rich, relevant content, chatbots have very little to work with during customer interactions. They won’t be able to accurately match user intent with the right information. And that’s no good for the customer. How knowledge management changes all that is the topic of our latest whitepaper.
Published By: Zendesk
Published Date: Jan 03, 2019
To successfully meet customer demands for more immediate, personalized attention, companies are leveraging new technologies that go beyond traditional voice and email. By implementing such channels as live chat, social media, mobile apps, SMS/text messages, self-help solutions, and more, companies can now be ready wherever and however the customer wants.
The following report, sponsored by Zendesk, is based on an online survey of 1,044 U.S. consumers who have received online or phone customer service. The research goal was to better understand present customer expectations and to quantify the impact of customer service on business results. Questions were asked about past experiences with customer service, as well as preferences and opinions. Certain questions were repeated from a similar 2013 survey to enable trend analysis.
Webinare unterscheiden sich von kollaborativen Web-Meetings basierend auf Umfang, Geschäftsverhalten, Geschäftsanforderungen und Erwartungen der Teilnehmer. Webinare sind strukturierte, vorab geplante, One-to-Many LiveEvents, die höchst skalierbar sind und gestreamte Präsentationen sowie DesktopSharing, Stimmenabgaben, Umfragen und Chat-Funktionen bieten. Infolgedessen erfordern sie unterschiedliche Planung, Förderung, Übertragung und Messung.
The pace of innovation for collaboration and unified communications (UC) technologies has been nothing short of incredible during the past few years. IT teams are now able to deliver consistent, simple and high-
quality experiences with voice, video, messaging and chat from any smartphone, tablet, laptop or conference room system. Users can move seamlessly and securely from one device to the next, escalate from one
communication mode to another and share content—all while retaining the context of the meeting or discussion.
Published By: CloudTask
Published Date: May 11, 2018
As a B2B marketer, the process of nurturing and generating new leads is always tricky business. Chasing high quality and relevant leads requires a considerable amount of time, energy and resources to be invested into email marketing campaigns, social media management and educational content such as blogs, whitepapers and eBooks. While live chat support has been around for about a decade, only in recent years and especially in the age of the smartphone, are B2B companies capitalizing on it as a channel to generate and nurture leads.
Überzeugte Kunden geben mehr aus
Kunden geben mehr Geld aus, nachdem sie mit Ihnen gechattet haben – und 83 % aller Online-Käufer brauchen Hilfe, um einen Kauf zu tätigen. Lassen Sie Ihre Kunden nicht im Regen stehen, sondern greifen Sie ihnen unter die Arme, damit sie den Kauf abschließen.
Warenkorbabbruch reduzieren Die Wahrscheinlichkeit, dass ein Kunde einen Kauf tätigt, ist dreimal höher, wenn Sie ihn mit proaktivem Chat ansprechen. Senden Sie zielgerichtete Nachrichten, um Kunden im Kontext zu helfen.
Höherer Web-Umsatz Nachdem Spartan Race Live-Chat zu seinem Online-Store hinzugefügt hatte, ließ sich ein Anstieg des Retail-Umsatzes um 27 % und ein Kundenzufriedenheitswert für Live-Chat von 97 % verzeichnen.
Mehr Markentreue Genau wie bei Interaktionen in einem normalen Geschäft können Live-ChatAgenten eine persönliche Beziehung zu Kunden knüpfen und die OnlineMarkentreue erhöhen.
Published By: Intercom
Published Date: Apr 05, 2018
Sales has changed – messaging and live chat is the new medium for initial sales conversations, not the phone calls or leisurely lunches of old. So how do you pick up on the essential signals and tones needed to build a connection with potential customers?
Published By: Intercom
Published Date: Apr 05, 2018
Until relatively recently, salespeople were not too enthusiastic about the idea of using live chat for sales. We saw it as taking away our power to prioritize our time for leads and instead gave that power to whoever happens to be online at that moment.
Published By: LogMeIn
Published Date: Feb 27, 2018
Customer support is predicated on the instances when customers can’t solve their problem or get answers to their question(s) on their own. In some of those cases, such as phone calls or live chats, it can be difficult for agents to identify and resolve the issue without additional visual assistance.
With co-browse, agents can see what the visitor sees, provide guided assistance by highlighting items or filling out forms on a visitor’s behalf. Sensitive fields like social security numbers and passwords can be blocked from the agent’s view so private information remains just that, private. Bold360’s co-browse allows agents to follow visitors behind secure fields i.e. signing into their account – providing an extra level of support to customers.
Zoom out to the bigger picture, though, and you see that Facebook is just one channel. If you use Skype, Slack, Kik, and digital voice assistants, you’ll have to build six or eight of these endpoints straight away. And chatbots are being asked to handle ever more complex responses, so you better build on a platform of machine learning and natural language processing to keep up.
That’s why the question enterprise developers should be asking is not “Which chatbot service do I start with?” but “Which platform will let me crank out a chatbot today and also support multiple channels and integrate with back-end systems as these chatbots take off?”
Live online chat is proving to be a successful way to fulfill consumers’ desire to connect with companies. In the Guided Economy, customers expect chat to be consistently easy and effective at answering their questions and resolving their issues.
It may seem hard to provide a consistent experience because each chat engagement poses a unique question on a unique subject from a unique customer. But by focusing on how best to engage with customers via chat, this channel can become one of your most powerful sales tools.
Businesses must become agile and provide differentiated service as customer demands and
expectations change. Moving beyond simple phone transactions, customers are taking matters into
their own hands and turning to their peers, the web and social media to find answers.
Contact centers play a major role in determining the customer’s perception of a company. Often seen
as brand ambassadors, agents are the main interaction point for customers. It is therefore critical that
they deliver personalized communications in the channels that customers prefer. Businesses should
use cloud technology to add multichannel tools and support growing demand for chat, social, SMS
Cloud solutions allow contact centers to gain access to new technology capabilities and channels on
demand with the ability to scale up quickly. They offer the best technology innovation as well as the
ability to scale agents up and down as business needs change. This whitepaper provides background
on cloud contact cen
Contact centers play a major role in determining the customer’s perception of a company. Often seen as brand ambassadors, agents are the main interaction point for customers. It is therefore critical that they deliver personalized communications in the channels that customers prefer. Businesses should
use cloud technology to add multichannel tools and support growing demand for chat, social, SMS and video.
Cloud solutions allow contact centers to gain access to new technology capabilities and channels on demand with the ability to scale up quickly. They offer the best technology innovation as well as the ability to scale agents up and down as business needs change. This whitepaper provides background on cloud contact centers, their advantages and the essential considerations for selecting a vendor.