Digital Transformation articles

Connect Your Instagram Business Account with ThinkOwl to Source Customer Inquiries Instantly

Another new feather on the cap! Instagram has been integrated into ThinkOwl, the AI-powered helpdesk software that facilitates multichannel digital communication.

ThinkOwl can now create cases from various Instagram entities such as Posts, Stories, Comments, and Direct Messages (DM) if your Instagram business account is connected to the software.

From a customer service point of view, this integration is very crucial. Here is why!

Why Customer Service is Integral to New-Age Marketing Strategies

Marketing is fine. But why should businesses strategize their marketing efforts?

Let’s start with the basics first. If you are a business owner, you are trying to tell the world what you have to offer (your product) and how it will benefit people. Marketing attracts potential clients, and if they like what you have to offer, they eventually pay you to own/use your product — thus becoming your customers.

Low-Code and No-Code: The Twins Simplifying Business Process Automation

Ideas lead to innovation, and innovation leads to growth. An idea can change how we see the world and make it a better place to live in.

The introduction of low-code and no-code platforms opened the world of business process automation to everyone who is not a professional developer.

Low-code implies using very little programming to develop business workflows. Here,  some coding is required for the sake of customizing or integration with other applications.

No-Code implies not using any traditional coding at all. The process owners here do not have to necessarily know how to code. Instead, they can automate any business workflows using pre-configured visual elements and drag-and-drop features.

Simply put, with low-code and no-code platforms, developers do not have to build an application from scratch.

Platforms that are low-code and no-code are generally marketed towards customers who are traditionally not from a software background.

Overcome Supply Chain Challenges Using The Right Technology

The supply chain operations worldwide have been disrupted because of the unprecedented times caused due to the Covid-19 pandemic. Some experts predict that it may get even worse before we experience improvement. 

This rapid spread of the virus led to shutdowns in many industries while consumers shifted their spending away from travel, dining, and in-person entertainment to online shopping and home-based entertainment.

Digital Customer Service via Facebook Channel

One billion+ messages are exchanged every month on Facebook between end-users and businesses. Based on this stat, we can foresee that the demand for digital customer service interaction will skyrocket in the near future.

The Beginner’s Guide to Chatbots in Customer Service

The world today is experiencing the magic of artificial intelligence and the customer service industry is no different. AI in customer service has been seen in the form of chatbots that are well equipped with conversational software to help navigate customer queries and has evolved to do so much more in recent years.

Decoding the Impact of CCPA for Contact Centers in 2020 and Beyond

The California Consumer Protect Act (CCPA) went into effect earlier this year, compelling organizations that have operations or customers in the state to comply with certain data privacy and security mandates. For contact centers however, CCPA compliance might not be optional as California accounts for nearly 12% of the U.S. population. So, there’s a good chance your customer service team processes California citizen data.

5 Lessons NFL Teaches Us About Customer Experience

"If you want to WIN, do the ordinary things BETTER than anyone else does them day in and day out."

~ Chuck Noll, Pittsburgh Steelers

For many, our favorite time of the year has arrived! The National Football League (NFL) season is in full swing — our fantasy team has been drafted, and our favorite team jersey is ready. Six weeks in and some are already looking forward to next year, while others are pleasantly surprised. This year is different than any other — no preseason games and limited practices, a rash of early season injuries testing the depth chart and requiring rookies to step up and tired veterans to show the way. COVID-19 testing unexpectedly closes practice facilities and has postponed games.

In today’s NFL it’s all about the quarterbacks and receivers, the productivity of the offense, the most dominant defense, and the team that can sustain the injuries that can stifle a team and still come out on top. Year over year the most consistent teams are those that adhere to the same systems and process over and over - they employ a plan for success.

As fans we see 60 minutes of football, players and coaches endure daily meetings, training, practice, and video study. Because of this, players don’t win or lose games, teams do. Preparation prevents surprises and ensures the desired outcome.

10 Essential Customer Service KPIs You Need To Track Now

From a customer’s perspective, customer service is an experiential process, and so, it’s difficult to quantify. It can be either good or bad, fast or slow, helpful or unhelpful, among other factors.

However, for organizations, it’s a different game altogether. With the availability of sophisticated customer service analytics and reporting tools, Contact Centers can track and measure just about every metric that impacts the quality of their customer service. Measuring the key performance indicators (KPIs) helps Contact Centers improve the overall customer experience (CX), lower customer churn, and boost brand loyalty. However, the abundance of customer data can entice CX leaders to track everything, which leads to information overload and analysis paralysis.