Let’s take a moment to recognize how hard customer service teams work to keep your customers happy. That’s a big mandate even during the best of times. Today, it feels like businesses are dealing with higher ticket volumes and more customer issues than ever before. Add uncertainties to the mix—like supply chain issues, staffing shortages, and hiring freezes—and agents have […]

Unity is a development platform that empowers creators worldwide to build real-time 3D projects across the games, animation, automotive, and architecture industries. After a period of explosive growth from 2019 to 2020, Unity decided to address an increase in ticket volume by maximizing its CX system rather than adding new hires. Using Zendesk tools, Unity was able to reduce operational […]

Conversational artificial intelligence (AI) is a set of technologies that can recognize and respond to speech and tezt inputs. In customer service,the term describes using AI-based tools—like chatbot software or voice-based assistants to interact with customers. Messaging continues to grow as a preferred communication channel for customers, with social messaging apps like Facebook Messenger and Whatsapp Business accounts ezperiencing huge […]

Business-related AI holds lots of promise, and is changing how we work, travel, and communicate. While it’s all still quite new and proven only for some specific use cases, there are quite a few ways that artificial intelligence can be utilized for customer service. It’s especially notable for self-service, the means of how customers solve issues on their own. Artificial […]

Forty-six percent of all Google searches are linked to something local. When a consumer searches for your business, your local listing often appears within the search results. Scaling listing management across all of your locations effectively without hiring a large team requires a tool, but how can you make sure that you are purchasing the right solution? Download this guide […]

Localized social content is a key way to increase social engagement. In fact, localized content receives 12x the engagement rate of more general or “non-localized content.” Check out our latest Localized Social Content Guide for Financial Services Companies and discover:• Best social compliance practices for your organization• How to utilize local sponsors and user-generated content for your business• Tips to […]

As a manufacturer selling through independent retailers, you face the unique challenge where you must remain top of mind with both your target consumers and your dealer network. Accomplishing this at scale is difficult, but it doesn’t need to be. SOCi is here to help! Check out our latest Localized Social Content Guide and discover how to:• Drive more business […]

The customer experience is evolving. When we discuss innovation in the customer service space, we immediately jump to digital. When we highlight CX trends, we focus on how fast, seamless and convenient service experiences can be. But, what we don’t often discuss is the inherent need for voice support. Sure, digital is still a critical pursuit for organizations looking to […]