Shelf Blog: Customer Service
Get weekly updates on best practices, trends, and news surrounding knowledge management, AI and customer service innovation.
A D2C brand with $2.3M in annual revenue loses about $1M in abandoned carts because the average e-commerce cart abandonment rate is around 70%. A discount pop-up recovers 5-15% of those carts. This is the familiar math that most teams have come to accept. But conversational commerce offers a...
In 1946, Ford established the first “automation department” at one of its factories. Workers laughed and criticized the idea, saying, “A machine can’t replace a human when thinking is required.” But ten years later, the assembly line was doing what used to take a person an entire day. What does...
Take your average contact center and take a look at what an agent’s time is actually spent on. A customer asks a question, the agent puts them on hold, opens several tabs, searches the knowledge base, finds outdated information, and messages a supervisor on Slack. Four minutes pass before someone...
Key Takeaways An MIT report reveals 95% of AI pilots fail. Contact centers are rushing AI deployments without the governance layer needed for success. We are seeing poor data preparation and lack of feedback loops as the leading causes of AI project failure. Organizations that implement...
Key Takeaways Poor data quality is silently killing customer support AI initiatives, regardless of how much you spend on AI models or vendors Bad data poisons AI training, routing, deflection, and agent assist, making ROI impossible to achieve The solution is proper data inventory,...
How can you improve agent productivity? You have access to so much technology as a customer support leader these days, yet studies show frustrated customers complain most about things like ineffective and slow customer support agents. If customer support technology is so good—the platforms, IVR...