Powerfront

Want to create more online conversations with your customers? Let's get started 👇

JOB ALERT 💫 Are you ready to be part of a team transforming the retail landscape? We are looking for a dynamic Implementation Specialist (based in Portugal) to join our Customer Success team! If you're a self-starter with 3-5 years of SaaS implementation experience, a knack for managing multiple tasks, and a strategic mindset, this role is your ticket to leading client onboarding and implementation processes. Join us and become part of an organization that values innovation, collaboration, and career progression. Ready to make your mark in the world of retail technology? Apply now 👇 https://lnkd.in/gpehiZWZ Any questions? Reach out to Natalie Velazquez

It's no surprise that we love to work with forward-thinking brands and businesses. At The Customer Show Australia today, Tim Clement shared the news of Bayside City Council's launch of their Powerfront-powered Generative AI chat bot, BayBot. BayBot processes customer inquiries around the clock - from various knowledge sources using natural language - supported, of course, by human operators for complex customer requests. Well done team for this great execution! 👏

We’ve been at iMedia Summits & Events AU, NZ & SEA on the sunny Gold Coast in Australia this week ☀️ The welcome dinner launched with a presentation by our own Matt Cerche to over 200 Aussie retailers and featured author and keynote speaker Ross Dawson. We wrapped up today with a quickfire chat to deep dive into the concept of R.M.Williams’ virtual selling experience, The Homestead. Our special guest Miles Ruge, joined the stage to talk the crowd through this innovative initiative to blend tradition with tech to ensure customers receive amazing brand experiences wherever they are located. Was great to meet so many amazing, customer centric leaders this week! #Powerfront #imediaORSAU #imedia

Do you serve customers in multiple regions? 🌎 Let's make it great! Our newest INSIDE AI Auto Translation release adds the ability to customize your translation and detection models. Customers can converse in their natural language and agents engage in theirs. Enable AI Power across borders with CX 💪

Exploring your online journey? 🌐 Curious how your customer experience is shaping up? Budiyono Budi from our Customer Success team, (aka our Implementation Specialist ace!) has 7 quick-fire ways to review your ecomm service experience ... 👉 THREE STRATEGIC LOCATIONS TO ADD PROACTIVE CHAT TO A RETAIL WEBSITE 1. Customers who are hesitant to checkout. 2. Customers who fail to search x times. 2. A welcome chat for your VIP Customers 👉 A CLIENT USE CASE FOR PROACTIVE CHAT THAT PERFORMS WELL? Recently a large lifestyle retailer created a proactive chat for their kitchen consultation pages. A proactive chat performs well where there is a an opportunity to ask questions and an opportunity to provide answers. 👉 FIRST TOUCHPOINT YOU WOULD ADD AUTOMATION? Order Tracking - put it on your Customer Service VA (Virtual Assistant) 👉 WHAT IS THE NON NEGOTIABLE FOR CHAT PANE DESIGN? You need the human touch in the chat tab, or banner image, to show to your customers that they will be interacting with humans. 👉 WHAT STATS SHOULD A SUCCESSFUL ENGAGEMENT BE RANKING IN? Review your chat stats and look for Chat Performance, Chat Availability, Disposition, and Sales Conversion - this is the important data to draw the picture to whether your sales chats are successful (or not!) 👉 HOW CAN A "COST" CENTER BECOME A "REVENUE" CENTER? Firstly, differentiate your live chat engagement, sales and support and set expectations for each. If you focus on customer support, then the expectation should be that revenue will not be as high as when we’re focusing on sales. While it’s true that the customer will use any channel they see to get support, including using a sales channel, you can minimize this with clear messaging upfront. Successful directing of inquiries will create a best practice flow and encourage both higher service levels and higher sales conversion. 👉 A GREAT OFFLINE EXPERIENCE SHOULD INCLUDE ... 1. Customer self-help VA - A well thought out workflow ensures customers can resolve their inquiry without a human agent. 2. A means for your customers to leave a message/create a ticket for the business to follow up. SMS is a great way to keep this agile. Short, sharp, timely responses are key. See you on the INSIDE! 👋

How is AI technology impacting our sales strategies? Chelsea Dawson, our Director of Business Development, shares her insights from the Europe and US regions: "This year the industry as a whole is beginning to understand the benefits and how adopting this technology can create real value in their business. There are many things to consider, because of course with large language models there are risks - The nature of how they work can make them susceptible to hallucinations as well as problems with bias, consent and potential security - These of course are mitigated through choosing the correct solution for your business. At entry level adoption, using AI to assist team members is considered a good stepping stone into this technology. It avoids many of the risks described. The holy grail for some businesses of course, will be to leverage cost saving through workforce downsizing. We will see this happening but not in the immediate future. The human touch continues to be the forefront focus for luxury clients. It's a great time to be really clever with your service offerings right now. AI technology is constantly evolving and as each day goes by, there is a new use case. There is so much value in developing internal knowledge bases that can become tribal knowledge in one click. Offering multi-lingual services with auto-translation. Using AI to co-pilot in customer conversations. But when it comes down to the core of what we do with human connection, this is what closes the deal!" Interested to hear more? Connect with Chelsea 👋 #Powerfront #LoveYourCustomers #CX #AI #RetailInnovation #LiveChat

Dipping into AI now is the right path to grasp its offerings, and understand its ability to amplify productivity and its burgeoning capabilities for the future. #AI #InnovationStrategy #Powerfront #INSIDEAI

Looking for a fresh approach to training your Customer Service team? Our training specialist Ivo Melo says "the enthusiasm in training centers around AI-driven personalization, skills-based training, gamification, and fostering continuous learning cultures is high this year! We show up everyday to make a difference in operations with our hyper-care approach for each situation and every client." Nurture your teams with these 3 effective practices from our INSIDE team👇 DELIVER DYNAMIC AND TAILORED LEARNING EXPERIENCES: Prioritize interactive workshops, role-playing scenarios, and continuous updates to keep pace with industry trends. Ensure you cover not only a solid understanding of core features, but also prepare teams to adapt to evolving customer experience dynamics. PROGRESS IS CONSTANT: In the ever-evolving landscape of the software industry, your team will experience a solution that has new features are introduced, existing ones enhanced, and adjustments are made to elevate the product. By combining learning fundamentals with agility, you empower your teams to exceed success goals and instil a culture of continuous improvement. BUILD ON SOFT SKILLS: Place an emphasis not only on technical skills but also on the development of soft skills. When you can achieve widespread satisfaction and value across the team, you will achieve a solid buy in for future trainings. Remember, your customer service and sales teams are in a swiftly changing environment, so establish clear priorities, shared objectives and encourage collaborative teamwork. Want to learn more? Let's Chat 👋 #Powerfront #LoveYourCustomers #CX #Solutions