Products in focus: Context that matters with the Consumer Knowledgebase
Logicalware - Customer Service Blog
by ninachristopoulou
1w ago
Crafting an experience for users that connects the dots is increasingly challenging as more platforms and more content become a part of the user journey. A proactive customer experience allows customers to move seamlessly along the journey, offering faster support speeds. Less effort on the customers’ side and more automation tools can reduce costs while elevating the customer support experience.   From reactive to proactive    With 48% of customers stating better customer service as their reason for switching brands in the past year[1], providing an outstanding customer se ..read more
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Ten quick questions with Ruby: Puzzel’s AI Smart Chatbot
Logicalware - Customer Service Blog
by rachaelrussell
3w ago
Alexa, Siri, and Google – we have all heard of them. Last year, Puzzel launched our new Puzzel Smart Chatbot, a conversational AI chatbot that allows businesses to provide customer service on their website 24/7. In fact, we even have our version of the Puzzel Smart Chatbot on our website, guiding visitors on our site. And, of course, her name is Ruby! Ruby is the same variant as our Puzzel Smart Chatbots, offering automated customer service. Puzzel Smart Chatbot can be trained to answer recurring questions and handle routine service tasks, reducing service costs and freeing up time, allowing y ..read more
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2022: Year in review
Logicalware - Customer Service Blog
by rachaelrussell
1M ago
In his End of Year Message, Puzzel CEO Frederic Laziou reflects on how 2022 redefined customer engagement. What a year (again)! As 2022 draws to a close, I want to share a few observations and reflections. But firstly, I want to thank our customers and partners for a remarkable but challenging year and, of course, all our fantastic Puzzelers who went above and beyond during 2022. Our mission at Puzzel is to enable brands, including public authorities, to deliver exceptional experiences for their clients by combining people and technology, helping to automate the customer journey when valuable ..read more
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Protected: Why you need a bigger budget for customer service in 2023
Logicalware - Customer Service Blog
by rachaelrussell
3M ago
This content is password protected. To view it please enter your password below: Password: The post Protected: Why you need a bigger budget for customer service in 2023 appeared first on Puzzel United Kingdom ..read more
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Protected: How a connected vision will support your transformation goals: The Unexpected joy of working closely with IT
Logicalware - Customer Service Blog
by rachaelrussell
3M ago
This content is password protected. To view it please enter your password below: Password: The post Protected: How a connected vision will support your transformation goals: The Unexpected joy of working closely with IT appeared first on Puzzel United Kingdom ..read more
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The hybrid work paradox: 6 reasons to integrate your contact centre into Microsoft Teams
Logicalware - Customer Service Blog
by rachaelrussell
3M ago
During the pandemic, Microsoft Teams was a game-changer when it came to staying connected as we shifted to working from home. In Fact, MS Teams skyrocketed from 75 million daily active users in April 2020 to 115 million by October 2020 and a whopping 145 million in April 2021.  Fast forward to today and the majority of UK contact centres are still able to keep up with the continued demand for remote or hybrid working opportunities. This is all thanks to tools such as MS Teams and cloud-based contact centre solutions like Puzzel.  Solving the hybrid work paradox  “The physical sp ..read more
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Six tips to keep your agents happy and motivated through uncertainty
Logicalware - Customer Service Blog
by rachaelrussell
5M ago
As we entered 2022, many hoped it would be known as the year things returned to ‘normal’, lockdowns ended for good and all the engagements we’d postponed for two years could finally go ahead. Little did we know we’d be hit with interest rate hikes and talk of a recession. There’s no doubt that people are worried and looking for ways to cut back on spending – which is having a domino effect on contact centres. In this article, we’ll look at the impact the rising cost of living is having on your agents and what you can do to support them during these uncertain times. Changes in customer behaviou ..read more
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How to put your customer first, second, third and fourth
Logicalware - Customer Service Blog
by rachaelrussell
5M ago
Putting the customer first, in simple terms, means valuing the needs and expectations of your customer ahead of anything and everything else. But putting the customer first isn’t a strategy – it’s a culture! Organisations that put the customer first are commonly referred to as being customer-centric. They’re oriented towards serving their customers’ needs and customer satisfaction as a measure of their success as a business. Read on for our top picks of customer-centric organisations and our tips for adopting a culture with the customer at its core. Brands that have customer-centricity nailed ..read more
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Five tips for getting started with chatbots
Logicalware - Customer Service Blog
by rachaelrussell
6M ago
Chatbots are one of the highest priorities for sales and customer service teams right now.  With almost 90% of customer journeys beginning online, they’ve become an essential channel for generating business leads and delivering customer support. However, many companies still struggle to get started with chatbots. Pressure from competitors and boardrooms often leads to chatbots being deployed too quickly, without the proper research and planning, which leads to disappointing results.  So in this blog, we share some of our top tips for getting started and setting up your chatbot projec ..read more
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Who’s who: Wendy Wood, Project Manager
Logicalware - Customer Service Blog
by rachaelrussell
6M ago
“I absolutely love doing what I do.” Welcome to our Who’s Who series, where we introduce you to the wonderful people who work at Puzzel and explore their roles, achievements and impact. From chess players to trained chefs, globetrotters and code geeks, our diverse team is full of talent and expertise worth sharing. Wendy Wood is a Project Manager, globetrotter, animal lover and a World War Two Veterans community member. She joined Puzzel in 2019 and is responsible for project delivery from initiation through to the handover to support. Q. Tell us, what does your role at Puzzel entail ..read more
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