Olark Accessible AI Chatbots’ Post

I've struggled on my own enough, and decided it was worth asking for help... ....One of my goals is to build a product-feedback loop that helps our team build not just check the box accessible software, but GREAT accessible B2B software. We've worked with accessibility agencies (Allyant WCAG certified), we've hired testers (Fable), and we have many customers that have stated accessibility requirements as part of their procurement process -- Thank you Higher Ed and Public Sector and Non Profits! BUT. Very few of these organizations that care about accessibility in their procurement process seem to employ folks with disabilities in roles where they would do direct customer service over chat or manage an AI tool to do direct support over chat. They are often employed in more specialized accessibility related roles. GREAT SOFTWARE requires real feedback from real users. I want Olark to be GREAT at building AI-assisted Customer service software that sets the standard for accessible B2B customer service software. Right now we check the box, but are falling short of where I want us to be --- a tight feedback loop of product improvement from domain experts in customer service -- who use assistive technology every day. So here's my ask, if you were in my shoes and wanted to find organizations who not only employed folks who uses assistive technology, but employed them in a role where these folks did in house customer service -- who would you talk to? Note: I am aware of a couple of outsourced call-centers, but in these environments there's often not a lot of room for innovation and clients often dictate role and the software. I am also aware that the unemployment rate for folks with disabilities is ~2X folks without disabilities and likely is under reported -- which does help explain some of the complexity of creating these product feedback loops. Thoughts? Mike, Meryl, Abid, Jennison ? Timothy? Kyle? Preety? #a11y #accessibility

When choosing a customer support solution, Freshdesk and Gorgias often get compared. And it's no wonder - these two platforms share quite a few key similarities: https://buff.ly/4aKKFuC Here are the top features where Freshdesk and Gorgias align: **Team Collaboration Features** 💬 Both boast robust collaboration tools. Agents can forward conversations, add notes, share reports, and use Slack integration. Gorgias allows unlimited agents, while Freshdesk supports up to 5,000 external collaborators. **Automated Ticket Categorization** 🔖 These platforms automatically categorize, prioritize, and assign tickets based on request types, customer data, purchase behavior, and more. **Follow-up Reminders** 📆 Never miss a follow-up with the ability to set reminders for callbacks, resolution checks, etc. **Mobile Apps** 📱 Stay connected on-the-go with their iOS and Android apps providing access to key help desk features. **Canned Responses** 📝 Save time on repetitive inquiries with pre-made response templates - 'Canned Responses' in Freshdesk and 'Macros' in Gorgias. **Agent Collision Detection** 🚦 Prevent duplicate effort with features marking tickets being handled and providing real-time updates. While they have distinct strengths, Freshdesk and Gorgias share these core capabilities for streamlining support operations. #Freshdesk #Gorgias #eCommerceHelpDesk #HelpDesk #TicketingSystem #CustomerService #CustomerSupport

In software development, redefining 'Value' to encompass Outcome invites a transformative perspective on product creation and customer engagement. Consider this: when developing live-chat software, the essence of what we deliver transcends the mere functionality of the product. We're not merely offering live-chat software; we're facilitating a new and superior avenue for client acquisition. It's a common pitfall to view product development through the narrow lens of functional outcomes. Yes, businesses seek live-chat software, but this is a superficial need. The underlying necessity is far more strategic—a great method to attract and secure clients. This nuanced understanding shifts our focus from the tangible to the intangible, from software to solution. We're not just developers; we're architects of outcomes. Let's champion this mindset to forge products that not only meet functional needs but also elevate our customers' goals.

Anyone else feel like the customer support team is often the only one fighting for a top-notch customer experience? As a customer support professional, there's nothing better than solving someone's problem. But it gets frustrating when feature requests go unheard, or we're swamped because other departments don't fully grasp what our users struggle with. That's why I'm intrigued by the all-hands support model. Imagine if devs, marketing, even leadership spent time in the support trenches! It could totally transform how companies build products and serve customers. Of course, there are potential downsides to consider too. That's why at Swifteq we wrote a blog post exploring: 🔷 Why all-hands support can be a game-changer 🔷 The challenges to watch out for 🔷 How to make it work smoothly within your organization Let me know in the comments – does your company do all-hands support? If so, what's been your experience? https://lnkd.in/emrr4K4X #customerexperience #customersupport #CX Thanks to Maryna Paryvai for writing this excellent piece!

Appsmith is truly limitless! Check this out - https://lnkd.in/dd-ZhWiT In just 2 weeks (spent 2-3 hours a day), I was able to build this collaboration machine. The results speak for themselves - improved collaboration, deeper insights into customer issues, enhanced visibility into problems, and elevated customer support. Saved 💵 was just added bonus. #AppDevelopment #Innovation #CustomerSupport #Appsmith #Collaboration #Insights #lowcode #nocode #internaltools

🚀 𝐈𝐧𝐭𝐫𝐨𝐝𝐮𝐜𝐢𝐧𝐠 𝐎𝐮𝐫 𝐍𝐞𝐰 𝐇𝐞𝐥𝐩𝐝𝐞𝐬𝐤 𝐓𝐢𝐜𝐤𝐞𝐭𝐢𝐧𝐠 𝐒𝐲𝐬𝐭𝐞𝐦! 🚀 Our Helpdesk Ticketing System is here to transform the way you manage and resolve issues, ensuring your customers are always happy and satisfied. 𝐇𝐞𝐫𝐞 𝐚𝐫𝐞 𝐭𝐡𝐞 𝐭𝐨𝐩 5 𝐟𝐞𝐚𝐭𝐮𝐫𝐞𝐬 𝐨𝐟 𝐨𝐮𝐫 𝐚𝐩𝐩: 1. 𝐄𝐟𝐟𝐢𝐜𝐢𝐞𝐧𝐭 𝐓𝐢𝐜𝐤𝐞𝐭 𝐌𝐚𝐧𝐚𝐠𝐞𝐦𝐞𝐧𝐭 🎫   Easily create, track, and manage support tickets to ensure no customer query goes unanswered. 2. **Automated Workflows 🤖**   Automate repetitive tasks and streamline your support processes with customizable workflows. 3. 𝐑𝐞𝐚𝐥-𝐓𝐢𝐦𝐞 𝐑𝐞𝐩𝐨𝐫𝐭𝐢𝐧𝐠 📊   Access real-time analytics and insights to monitor performance and improve your service quality. 4. 𝐌𝐮𝐥𝐭𝐢-𝐂𝐡𝐚𝐧𝐧𝐞𝐥 𝐒𝐮𝐩𝐩𝐨𝐫𝐭 📞📧 Provide seamless support across various channels including phone, email, chat, and social media. 5. 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐒𝐚𝐭𝐢𝐬𝐟𝐚𝐜𝐭𝐢𝐨𝐧 𝐒𝐮𝐫𝐯𝐞𝐲𝐬 😊   Gather valuable feedback with post-resolution surveys to continually enhance your customer service. Unlock the full potential of your support team with our Helpdesk Ticketing System. Ready to elevate your customer service game? 🌟 sale@agnoshin.com www.agnoshin.com #Enhance #CustomerSupport #Helpdesk #TicketingSystem #CustomerExperience #TechInnovation #AgnoShinTechnologies

NEW VIDEO: Build & Deploy a Healthcare Patient Management System! 🔥 Have you ever spent hours waiting for your doctor's appointment? 😫 Well, those days are gone. Because, in this course, you'll learn how to build and deploy ‘CarePulse’. A healthcare management system with real-time SMS notifications designed to streamline the tedious checkup process! You'll solve a real problem, so don't forget to mention that in a #job interview 😉 Let’s dive into the features: → Authentication → Registration form for filling out personal information, medical history, and identification → Easy appointment scheduling with your preferred doctor → Confirmation screen upon successful booking → Modal for granting access permission, and → A comprehensive admin panel for scheduling or canceling appointments of any kind with SMS notifications! All of this while learning: → #nextjs with server-side rendering, nested layouts, server actions, and revalidation → Advanced and reusable form management with unique components like date picker, country phone input, and OTP verification using #TypeScript, React Hook Form, and Zod → #shadcn and Tailwind CSS for a modern, completely mobile responsive UI → The latest open-source Appwrite features, including File Storage and SMS notifications with Twilio → And Sentry, a monitoring software for analyzing performance and tracing requests. So, are you excited to build this app? Maybe extend it further and sell it to your local hospitals so you don't have to wait in queues anymore? 😅 Or just use it as an example of a real-world problem you've experienced and decided to solve with your programming skills. Trust me, recruiters and hiring managers love that! I'm super excited to dive into the code with you. So, let's not waste any more time and start coding! Click here ➡️ https://lnkd.in/gWyqZp34 🔥 ✅ Don’t forget to tag us on LinkedIn and Twitter when you’re done for the chance to be featured on our social media! #webdeveloper #softwaredeveloper

I wrote this in response to a post or comment from @michaelsteckler of #Tradify which came up in my notifications but in the time it took to scribble, I lost it - a parable for its contents - so I’m posting it instead? —————- For all the fact that we continue to pride ourselves on “progress”, there’s a long, long way to go in “UX” (yuk). Most recent example : yesterday I had about 30-40 minutes between things to tidy up and submit a small piece of writing I’d done in notes on my iPad. I needed to do the finishing in Word on my Mac. No problem as they sync across iCloud 👍. But they weren’t 😱. Going into my user settings, they were all greyed out, often a sign of an issue. Couldn’t find a fix online. I’ve now wasted most of the small window of time I had. Noticed a notification of a software update and a change in terms to my user agreement pending in my settings. Obviously didn’t want to click on them as that would eat up my precious remaining 10-15 minutes. And the rest. But I had to. Problem fixed but I was timed out of doing urgent necessary work and had to submit later. Late. Simple pop up guidance while scrolling over things I was trying to get done or relevant, easily accessible, AI-informed contextual guidance of the kind many are trumpeting but not delivering would have at least been calming, and at best helpful. But no - just obstinate uncommunicative refusal to let me get my urgent work done and then agree the damn updates later. This is what you call “UX” for most people in what I imagine you’d call IRL As I say, a long, long way to go. This and many other almost daily experiences with finance, travel, retail, utilities, government etc. etc are why I never trust or give much time to anyone who bangs on about “customer experience”, “customer retention management” etc al. It may be a line of work but it’s outputs are predominantly lamentable. End of 😀

These days, it’s easy to look at technology like a silver bullet. Got a problem? Throw a new tech tool at it and then sit back and watch as the magic happens. It’s hardly ever that simple in reality, though. In fact, even with the huge assortment of software, platforms, and other technology on the market today, teams are struggling. So where are things falling apart? John Wang at Assembled gives five common ways that your #customersupport tech stack is failing your team (and, as a result, your customers too). #contactcenter #customerservice #cx