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  The term omnichannel customer support is not new to the marketing world. But it is still a confusing one. This article will serve as a mini-guide to understanding the basic nuances of the omnichannel platform. It is no secret that modern technology has made customers independent. We no longer reside in an era where customers were solely dependent on telephonic support. The digital boom has further complicated their journey by blurring any lines between different channels. Today, the customer can easily transit between online as well as offline touchpoints before making a purchase. The omnichannel platform here serves as a unifying tool for all your digital and physical touchpoints. What is Omnichannel Customer Support? “Omnichannel customer support is a strategy that centralizes all your digital channels onto one platform, to deliver seamless customer support and experience” It acts as a multi-purpose platform. It enables your agents by integrating information fr...

  Today, AI chatbots are the go-to option if you want to simulate user conversations. The technology that goes behind an AI chatbot is NLP, machine learning, and sentiment analysis. The amalgamation of the three helps chatbots to go beyond their basic approach. It helps the bot to understand customer queries better and curate its responses in a customized manner. In other words, the evolution of chatbots into AI chatbots has led to a better customer experience. In this article, we will focus on how AI chatbots can help you sustain your business in a market that is dominated by digital platforms. AI Chatbots And Omnichannel Customer Experience Conversational AI chatbots are simply chatting bots, but a little advanced. Compared to chatbots - AI chatbots can help you deliver an omnichannel customer experience . While chatbots have been great conversational agents for business, modern marketing requires these digital assistants to be the extended eyes and ears of your c...

Customer support has evolved to a great extent and businesses have started to take all sorts of measures to deliver great customer service. Omnichannel customer support is the latest development that has been helping businesses deliver great support. In this article, we’ll be looking at what this new term is and why it is needed today. What Is Omnichannel Customer Support and What Are Its Benefits? Omnichannel customer support is the process of delivering unified customer interactions across channels. Your customers do not necessarily get in touch with you from the same channel. They might prefer emails one time and chatbots the other. Normally, your customer would have to repeat the same issue over and again because your support channels aren’t connected. But with an omnichannel customer support software in place, your agents can monitor customer conversations & queries from one place and respond without switching tabs. The process of providing seamless connected experiences to c...

  Online Review Management is not a very new practice in the marketing sector. However, the attention it has garnered over the last few years is relatively new! Before the internet gained ubiquity, our source of reviews was limited to friends and family. And this research could take days, weeks, and even months! Whereas, modern digitization has enabled access to millions of online reviews. It has expedited the consumer’s capacity to gain insight into a brand or its product’s quality. Studies claim that almost 91% of people aged between 18-34 years trust online reviews as much as personal recommendations. And 93% of consumers have accepted being influenced by online reviews before purchasing a product. That is why businesses need to prioritize online review collection and management. Online review management helps you stay one step ahead in maintaining your brand reputation. More importantly, it makes your customers feel VALIDATED. So what exactly is online review management? What i...

Buzz Buzz… Conversations about the conversational AI platform are the buzz of town today. And we are here to tell you why! It is no wonder that conversational AIs have taken over the chatbot craze which started with facebook’s announcement of a developer-friendly platform . But its journey from being an IFTTT  (if-this-then-that) algorithm to a self-generating and expanding knowledge database is surely an intriguing one. A conversational AIplatform primarily comes with artificial intelligence technology which allows businesses to automate responses to customers. It enables computers to engage in natural-sounding text conversations with customers. But isn’t this what chatbots also do?🤔 Not quite! And in this post, you will learn what differentiates Conversational AI platforms from chatbots or virtual assistants. Conversational AI vs. Chatbots Both conversational AI and chatbots are designed to engage in conversations with customers and answer FAQs. There still exist ...