Digital Transformation articles

Conversational Mastery: A Deep Dive Into The Functionalities Of Conversation Bot

Technology has evolved, and so have business strategies. More sophisticated conversation bots are slowly replacing basic rule-based or decision-tree bots that function on pre-set rules. But what makes conversation bots so successful? Let’s find out.

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Digital Revolution: How Social Media Is Reshaping Customer Service

Social media has evolved into a dynamic arena where businesses and customers engage in a dialogue that is not just about likes and retweets but about resolving issues, building trust, and creating unforgettable brand experiences.

Fundamentally, social media has altered the landscape of customer service. And this transformation has empowered companies to provide service to their clientele like never before.

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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!

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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.

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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.

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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.

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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.

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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.

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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.

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