Giva Blog Categories : Customer Service Best Practices

Customer Service Excellence Across All Generations

Customer Service Excellence Across Generations

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Excellent customer service starts with empathy, patience, and understanding your customers' needs. To deliver this, it is critical for a service representative to understand how consumers think and react to a conversation. One major factor that determines the course and outcome of a conversation is the generational difference when dealing with a customer. This may be the first time in history that customer service representatives are tasked with dealing with customers from five generations. Because of this, it is not possible to have one approach for all customers. Rather, a service representative needs to deploy different strategies and special forms of communication to deliver exceptional customer service across all five generations. For that, a service representative needs to be aware of the differences in the mindset of each generation and must be able to meet the expectations of each group accordingly.

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How and When Might Be the Takeover by Chatbots in Healthcare

Chatbots in Healthcare

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With artificial intelligence taking over the world in the guise of convenience, there is no second thought now that AI will replace humans for complex jobs as well. Learning from human behavior, artificial intelligence has developed so much that it can even perform health care functions like tracking overall patient health, organizing appointments, and collecting patient data for storing health records, to name a few. Considering the present global scenario, where health care workers are hesitant with in-person patient contact because of the fear of contracting the Covid-19 virus, and with mass resignation of workers because of vaccine mandates at work in free countries, it looks like the conditions are fertile for artificial intelligence to compensate for the shortage of workers being faced in healthcare industries.

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Stages of the Customer Journey: What is Customer Experience vs Customer Service vs Customer Support

Customer Journey Help

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A customer walks into a business or starts using an online service. At this point, customer service may not even be necessary. However, there are specific points in the customer journey when customer experience knowledge is required versus customer service skills versus customer support expertise.

A customer journey is the sequence of customer events that take place throughout the customer-business relationship, which typically include customer acquisition, purchasing, usage, and renewal. But what are the support stages of the customer journey? When do I need customer support instead of customer service? When should customer service take over from customer support? These are important questions for you to consider before you invest in any of the services.

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What is Conversational AI & How It's Changing the Customer Support Game

Conversational AI

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Conversational AI definition

We can define Conversational AI as a program built by using artificial intelligence to replace a human-like conversation with a machine so that the program can help a human end-user in resolving queries and perform various functions. Customer service AI has proved convenient, consistent, and available to assist a human in all walks of life.

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What Is Conversational Commerce and How It Can Turn Customers Into Brand Ambassadors

Conversational Commerce

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Imagine owning a physical store without a salesperson to answer questions or recommend products that are trending or are best for your customers. Your customers are all alone trying to figure out what to buy from a range of products, which all appear good. Confused and frustrated, they end up buying outdated products or leave the store purchasing nothing.

The same is the case with most e-commerce stores today. The store appears "lifeless", with no representative to interact with, no agent to suggest trending products or resolve queries. The customer might open a support ticket but finds out that the wait time is very long. They are bombarded with lists of "product suggestions" or "similar products", which are not relevant to their interest. Not able to find what they were looking for, your potential customer leaves your online store, possibly never to return. This obviously can have a negative impact on business.

To resolve this problem, companies are adopting a new form of online commerce that provides a personalized experience to potential customers, by interacting with them along the various stages of the sales funnel. This concept is called Conversational Commerce.

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Benefits, Risks & Future of Using Chatbot Technology in Customer Support, Plus Top Support Bots

Customer Support Chatbot

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To help simplify the interactions between a customer and a company, a helpful tool has increasingly grown in use in the market. It aids in answering repeated queries of customers among other functions, and is called a "support chatbot", or "automated chatbot" or "customer service bot".

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How to Leverage Customer Intelligence to Reduce Operating Costs

How to Leverage Customer Intelligence to Reduce Operating Costs

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What is Customer Intelligence (CI)?

The internet is home to many tracking tools designed to gather valuable information to better profile consumers. This information is so valuable that it is usually sold to third-party companies for further follow-up.

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3 Must-Have Customer Service Tools to Scale Your Startup

3 Must Have Customer Service Tools to Scale Your Startup

Photo Attribution: Fazakas Mihaly/Shutterstock.com

Customer service is a necessary component to any startup. It is important to have customer management strategies in place so you can properly serve your current customers while making it attractive for leads to become customers. There are many software solutions that cater to startups' customer service needs, but there are three main tools that can help quickly scale your startup; these are:

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3 Reasons to Use SaaS in Your Business-to-Customer (B2C) Call Center

3 Reasons to Use Saas in Your Business to Customer Call Center

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Companies are increasingly embracing Software as a Service (SaaS), which, although originally designed for internal use by companies and departments, has quickly become an attractive option for B2C companies looking to provide their customer access to software from the cloud. SaaS is revolutionizing the business-to-customer call center industry by taking advantage of its ease of use and flexibility when compared with other options, like on-premises systems. Here are three main reasons your business to customer company should consider migrating your call center to a SaaS platform:

  1. Ease of Use

    SaaS is a great way to make your customer support even more efficient and streamlined. You can manage everything from within one application, so you do not have to keep checking for new updates or conduct business with multiple vendors. A single portal for various applications distills customer service down to its simplest and most effective form.

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Top AI Trends & Developments That Improve Cybersecurity for Businesses

Top AI Trends & Developments That Improve Cybersecurity for Businesses

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Believe it or not, the concept of artificial intelligence (AI) dates back to the 1950s, when researchers first began thinking about ways in which machines could simulate human intelligence. With that being said, AI is not a new system. It has been around for decades and has become popular with organizations of all kinds. It is touted to be the technology capable of staying on top of a company and industry-specific trends, all while achieving higher-levels of productivity among employees.

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