The following is a guest post from [24]7. For more information about [24]7, visit their website. 

TRUE OR FALSE?

America became independent on July 4, 1776. Thomas Edison invented the electric light bulb.  Magellan was the first to circumnavigate the globe.

All myths.*

Chatbots are the greatest thing since sliced bread.**  All chatbots utilize artificial intelligence. Chatbots will replace humans.

All myths.

Chatbots and artificial intelligence (AI) are all the rage in the area of customer service. Everyone wants one. A lot of people are claiming that chatbots will take over our industry. Will they make an impact?  Absolutely. Should you be evaluating how they could benefit your company and your customers? Definitely. Will chatbots and AI eliminate humans?  Nope, at least not anytime soon.

Debunking chatbot myths is not easy when there’s so much hype and hyperbole in the market today. Most every vendor now offers a chatbot of some sort and many companies are trying to build their own. But, it’s important to first determine what’s fact and what’s fiction, else you might end up investing time and resources on a dead-end project that only addresses part of its intended goal.

At Execs in the Know’s Customer Response Summit, we’ll establish a dialog that addresses these four popular chatbot myths and separates fact from fiction:

1) A chatbot can answer any question.

2) Any company can do artificial intelligence.

3) All chatbots are created equal.

4) Artificial intelligence eliminates the need for humans.

We’ll also discuss things you should consider when it comes to evaluating artificial intelligence and chatbot solutions with the goal of helping you become a myth buster.  We hope you’ll be able to join us on Tuesday, September 20 at the Customer Response Summit in Chicago to participate in the conversation!

Kevin Payne
Vice President of Marketing at [24]7

*The Declaration of Independence was announced on July 4, 1776. However, the war raged for another seven years before independence from England was finally granted on September 3, 1783.  The electric light bulb was invented by Sir Humphry Davy. Edison was the first one to find a filament that would burn for days at a time. Magellan died in the Philippines and made it only half way around the world. His second in command, Juan Sebastian Elcano, completed the journey.

**What is the greatest thing since sliced bread? I vote for Ben and Jerry’s “Cherry Garcia” but you can check out some other wacky ideas here.

The post Debunking Chatbot Myths appeared first on Execs In The Know.

The following is a guest blog from Leslie Joseph, Senior Director, Product Marketing at [24]7. For more information about [24]7, visit http://www.247-inc.com/.

When was the last time you asked yourself “How can I improve the performance of my chat program?” No matter how optimized your chat program is, there is always room for improvement. As with any fitness program, simply following generic rules will only get you half way there. A customized workout for your chat is necessary to get the highest gains in performance. So how does one find the right routines, tools, and methods for getting chat-fit? The answer to all of these questions is in your data. It’s not just about what data you use, but how you use the data to make the biggest improvements.

Data is key. You don’t need to be a 1000-agent chat program before you start thinking about data. In fact, chances are, if you start thinking about data only after hitting a 1000, or even just 100, you probably have some catching-up to do. Smart execs can optimize even a fledgling chat program based on insights that can be gleaned from mashing up chat logs and reports with web data. But that’s just scratching the surface. Once you’re ready, chat transcript mining is the next frontier. Chat transcripts are a goldmine, rich with nuggets of insight that the performance-focused exec can arm to implement actions on the floor that enhance not just the efficiency, but also the effectiveness of agents. Chat mining is also a way to unlock other insights into customer sentiment and issue drivers that can lead to lower out-of-scopes, better customer engagement, smarter targeting, reduced costs and improved customer satisfaction. These insights, either on their own or paired with predictive models, can trim and tone your chat program to top efficiency.

But it doesn’t end there. The most important part is getting started. Once you start building momentum and making traction, you will soon realize that data-driven improvements will put even the best performance enhancing drugs to shame.

Join me on July 19, 2016 at 1:00 P.M. EDT as I discuss how some of the most successful companies use data and analytics to turn their chat channel into lean, mean performance machines. Register today! 

The post Get Your Chat Fitness On appeared first on Execs In The Know.

PHOENIX, AZ. July 8, 2016 – Chad McDaniel, President of Execs In The Know, and Leslie Joseph, Senior Director, Product Marketing at [24]7, will be hosting the webinar “How Data and Analytics can Turbocharge Your Chat Program.” The action packed training session will take place on Tuesday, July 19th, 2016 from 1:00-2:00 ET.

In this hour long session, Leslie Joseph will provide tangible tips on how to use web data, customer journey analytics, and text mined insights to improve chat results and become an engagement fitness expert. Three levels of chat fitness will be explored:

– Beginner: How to get started by utilizing basic operational analytics

– Intermediate: Ramp up your efforts by working text mining and predictive models into your routine.

– Expert: Progress to the next level through platform analytics that can transform the chat experience for visitors and drive maximum business outcomes.

“Findings from our recent CXMB Corporate Report show that online chat has undergone a notable year-over-year increase, growing by 27% among companies offering one or more Interactive Care solutions,” said Chad McDaniel. “This webinar will feature real, actionable tips that will be applicable to chat providers at every stage of the game.”

To register for the webinar visit https://attendee.gotowebinar.com/register/5098092745822594819.

About Execs In The Know

For over 15 years, Execs In The Know has built a reputation of excellence in the Customer Management Industry and a worldwide community of over 50,000 Customer Experience Professionals. Execs In The Know connects people to engaging industry content, thought leadership, current trends, peer-to-peer collaboration, networking, and industry employment opportunities. Examples of this can be seen at their Customer Response Summit events, roadshows, webinars, workshops, Blog Talk Radio segments, Industry Benchmarking Series, blogs, thought papers, and social communities.

To learn more about Execs In The Know, visit www.execsintheknow.com. For more information on their Customer Management Recruitment Solutions, visit www.justcareers.com.

About [24]7

[24]7 makes customer service and sales simple. We use big data and predictive analytics to understand customers and drive better service and sales results for the world’s leading companies. [24]7’s platform enables an omnichannel experience that connects customer interactions across web, mobile, chat, social, and phone channels in real-time and in the cloud to drive immediate business results by increasing revenues, reducing service and sales costs, and creating more satisfied customers. [24]7 serves the Global 1000 market leaders in Finance, Retail, Telecommunications, Technology, Travel and other industries.

For more information, visit: www.247-inc.com.

Media Contact
Alyssa Pitura
Director of Marketing and Brand Experience
info@execsintheknow.com
www.execsintheknow.com
@ExecsInTheKnow

The post How Data & Analytics Can Turbocharge Your Chat Program Webinar appeared first on Execs In The Know.

PHOENIX, AZ. April 15, 2016 – Chad McDaniel, President of Execs In The Know, and Leslie Joseph, Senior Director, Product Marketing at [24]7, will be hosting the webinar The Future of Enterprise Chat Wednesday, April 20^th, 2016 from 1:00-2:00 P.M. ET. The speakers will explain the importance of having an established chat channel for customer service, as well as potential future improvements, due in large part to consumer demand for intelligent, high quality experiences, regardless of channel.

The webinar will explore how big data, omnichannel technologies, and rich media are delivering improvements in chat experiences, for both customers and agents. Key takeaways include: the key elements of chat success in an omnichannel world; specific use cases to extend and enrich the chat channel; and the business case to transform your chat customer experience, improve sales conversions, save costs, and lift NPS.

“Customers want to be able to contact you when and where they want, in their preferred channel, and know that they’ll still have that same consistent experience with your brand,” said Chad McDaniel. “[24]7 has great insights to share on best practices and improvements for the future for this interactive channel, which is a top priority for many of our community members.”

To register for the webinar visit https://attendee.gotowebinar.com/register/7449194949962566660.

About Execs In The Know

For over 15 years, Execs In The Know has built a reputation of excellence in the Customer Management Industry and a worldwide community of over 50,000 Customer Experience Professionals. Execs In The Know connects people to engaging industry content, thought leadership, current trends, peer-to-peer collaboration, networking, and industry employment opportunities. Examples of this can be seen at their Customer Response Summit events, roadshows, webinars, workshops, Blog Talk Radio segments, Industry Benchmarking Series, blogs, thought papers, and social communities.

To learn more about Execs In The Know, visit www.execsintheknow.com. For more information on their Customer Management Recruitment Solutions, visit www.justcareers.com.

About [24]7

[24]7 makes customer service and sales simple. We use big data and predictive analytics to understand customers and drive better service and sales results for the world’s leading companies. [24]7’s platform enables an omnichannel experience that connects customer interactions across web, mobile, chat, social, and phone channels in real-time and in the cloud to drive immediate business results by increasing revenues, reducing service and sales costs, and creating more satisfied customers. [24]7 serves the Global 1000 market leaders in Finance, Retail, Telecommunications, Technology, Travel and other industries.

For more information, visit: www.247-inc.com.

Media Contact

Alyssa Pitura
Director of Marketing and Brand Experience
info@execsintheknow.com
www.execsintheknow.com
@ExecsInTheKnow

The post The Future of Enterprise Chat Webinar appeared first on Execs In The Know.

The following is a guest blog from Leslie Joseph, Senior Director, Product Marketing at [24]7. For more information about [24]7, visit http://www.247-inc.com/.

Decades ago, the idea of putting a man on the moon seemed like an impossible dream. Yet, in 1969 Apollo 11 became the first manned mission to land on the moon. Fast forward to today, scientists at NASA have explored the surface of Mars and it won’t stop there with planned Mars landings in the 2030s. Technology has a tendency to evolve at neck-breaking speeds, which can make it challenging for businesses to keep up.

The future of enterprise chat is much the same. The technology has been around for years but its capabilities, both for the customer and for the agents, are evolving rapidly.

Forrester Research has stated that chat is quickly rising as the channel of choice among consumers to connect with companies, both in usage terms as well as overall satisfaction. However, consumers now know what qualifies as a great experience on the web, having been exposed to “best in class” experiences from tech giants like Apple and Google, and they expect the same level of service from every business. Consumers expect companies to be smart about addressing their needs, using data to provide intuitive experiences that are out of this world.

There are four key ways in which the chat channel can adapt to the continued advancements in technology and customer experience. Businesses should start preparing by examining four pillars that form the blueprint for the future.

1. Portability: Chat will be a part of the organic journey. It’s going to be pervasive and intelligently built into other channels – not just embedded somewhere in a corporate website.

2. Data: Big data will be used to make real-time predictions at every stage of the chat funnel. AI-driven machine learning will also take a larger role in making chat more effective across the customer journey or funnel.

3. Design: The design and interaction of the chat experience is going to get a lot richer, more visual, and more data driven.

4. Digital Agents: Live chat agents will be able to increase their productivity and workflow effectiveness, by utilizing improved chat technologies.

You can learn more about the Future of Chat – and it’s benefits to you and your customers – by attending our webinar on Wednesday, April 20, 2016 at 1:00 P.M. ET. You can register by visiting: https://attendee.gotowebinar.com/register/7449194949962566660.

The post The Future of Chat appeared first on Execs In The Know.

The following is a guest blog written by Daniel Hong, Senior Director of Product Marketing Strategy, at [24]7. Learn more about [24]7 by visiting their website.

To hear more about this topic and others like it, join us at Customer Response Summit Seattle, September 28-30th, 2015.

Show of hands…how many times have you heard the word ”omnichannel” in a meeting, and like reflex action, you let out a slightly muffled grunt, just loud enough for the person sitting next to you to hear and acknowledge your sentiment with a “we’re totally on the same page” eye roll. And then later on in the meeting, when the “how would we implement omnichannel” is discussed, a flurry of questions is posed, by multiple meeting attendees, with sharp tones of tactful skepticism accompanied with cocked eyebrows. This seems to be a common scene unfolding in conference rooms today.

While omnichannel has been wildly heralded by vendors as the ultimate panacea for broken customer journeys, it’s no secret that there’s a certain degree of incredulousness among enterprises when it comes to actually making omnichannel customer engagement a reality. At the same time, all enterprises are sold on the vision and promise of omnichannel.

After all, it makes perfect sense that customers should be able to start their journey in one channel on one device and continue their journey, in a seamless fashion, on another channel and on a different device. All the while, the customer’s experience is continuous because context is maintained, regardless of the touch point. Matias Duarte, the former lead designer of Android at Google, sums it up well “…but when services actually work seamlessly across all these screens that are available, you’re going to be like, OMG, obviously.”

Channel Pairing

When it comes to delivering a true omnichannel experience, channel pairing is an obvious place to start. In channel pairing, you identify common cross-channel journeys and create linkages between two channels. Here’s why: over 85% of customers that can’t get what they need to get done on the website (the channel where most customers start) will cross to the phone, mobile app, web chat, social media or email, and 70% will seek live agent assistance. Even as websites are optimized, there will be a slew of customers that will cross channels and devices in a single journey, for a variety of different reasons that include wanting to talk or chat with a live agent, using different devices, workflows within the journey, preferences, and time constraints, just to name a few.

By pairing channels that customers commonly cross, enterprises can move context from one to another, to provide greater personalization for the customer and also significantly lower customer effort. Also, by pairing channels, enterprises can orchestrate a unique experience like visual IVR that merges a mobile web experience and voice on a smartphone.

Pair Up in Seattle

At the Idea Lab at Customer Response Summit Seattle, [24]7 will be demonstrating two examples of channel pairing that make sense for your customers and reap immediate benefits for your business:

• Web to IVR: Deliver a seamless experience that maintains the context of your customer’s web interactions and provides that information to your IVR. Your IVR can then provide a personalized experience that better serves the customer and lowers AHT for time spent in the IVR and with the agent.

• Virtual Agent to Chat: Serve your customers with an intelligent virtual agent that serves up the best “right answer” to handle 90% or more of inquiries. For the more complex or authenticated inquiries, pass the context to a chat agent to assist the customer quickly and effectively.

Both of these examples can be implemented quickly and deliver a smoother, seamless and more engaging experience for your customers, while reducing your costs.

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There will be 45 billion customer service calls in 2015 . That’s over 123 million calls every day! Having agents handling calls is not a scalable and sustainable model for delivering customer service in an increasingly digital world. Customers are expressing a strong preference for self-serve in digital channels, and companies today need to go the “last digital mile” to deliver optimum customer service.

What is the last mile in digital and why is it important? Typically, the “last mile” refers to the final leg of the telecommunications network which delivers connectivity to a retail customer. But, in today’s digital world where between 50-60 percent of customers prefer self-service solutions , the last digital mile now represents the coming together of customer-facing touch points with back-end infrastructure to provide a personalized and friction-less self-service experience for customers. Achieving this requires the integration of data, design, and experience to achieve superior business outcomes that enable you to thrive in the digital world.

The last mile in digital means transitioning from analog channels to deliver optimal digital self-service – and augmenting with assisted service – to deliver rich media interactions across devices and utilizing predictive analytics to anticipate the customer’s needs.

Another thing you can expect is that “incrementality” will become the new reality where end-to-end journeys drive incremental revenues and lifts in NPS. Companies won’t simply engage customers by offering random chats but rather we’ll engage intelligently, based on big data analysis, when the customer needs help to get the job done, and by managing and understanding their digital journey, we will focus on the engagements where value is added. You need to know who to target, when to intervene, how to engage, and what to recommend. Big data, combined with prediction and real-time decision making, make this possible.

In the digital world, designing the customers experience plays a key role. Not all chat offers, for example, are the same. Design elements, such as widget placement, colors, and fonts have a significant impact on acceptance rates. Using a design of experiments approach can help quickly identify the design that generates the best results and improve the customer’s experience.

The upside of delivering a solution that elegantly integrates data, design, and experience to achieve superior business outcomes is significant. Clients using this approach are seeing:

• 60% automation rates
• 90+% completion rates
• $2.5 billion in savings
• 200% increase in conversion rates
• 30 point increase in NPS

If you’d like to learn more about the last mile in digital and how it is benefiting leading finance, retail, telecom and travel companies, please join the webinar The Last Digital Mile: Orchestrating Channels, Data, & Design to Thrive in a Digital World on June 4, 2015 from 1-2 ET. You can register for the webinar here.

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