Regal.io’s Post

Identity Resolution isn’t just important for CDPs and Marketing Teams. Lack of Identity Resolution in Legacy CCaaS systems is at the heart of disjointed and impersonalized Outbound Contact Center experiences – redundant outreach, generic outreach, outreach that references incorrect information. Identity Resolution processes help stitch together your behavior across different devices and channels to determine that you are the same person across all of those touch points. In particular, selling high-consideration products and services requires a more personalized touch, which respects the complex non-linear decision journey a customer might take to evaluate your offering. To do effective outbound orchestration and have the highest quality conversations, contact center platforms and agents need important context about who they're calling or texting and why, otherwise the result is ineffective, cookie-cutter conversations. At Regal.io, we’ve found that across high-consideration B2C industries, robust Identity Resolution leads to cleaner and more accurate profiles, and better personalization, but it’s particularly impactful for these 3 industries: 💊 Healthcare: Identity Resolution can improve ~5-10% of customer profiles because of landlines (and more so if you primarily serve an older demographic). 💵 Lending: Identity Resolution can improve 10-20% of customer profiles because of co-borrower scenarios. 👩🎓 Education: Identity Resolution can improve as much as 30% of profiles for Online Program Managers (OPMs) who run enrollment on behalf of many universities that the same students may apply to. 👉 Read the post to learn more about how Regal’s Identity Resolution works and go deep on some relevant use cases by industry: https://lnkd.in/emM6efws Thank you to Rahul Rastogi, Róbert Terkál, Abhishek Bidap, Kaique Lupo Leite, Octav Țeculescu, and Rajesh Veerappan for their tireless efforts to evolve Regal's Identity Resolution process and make it more configurable for different use cases. Ready to move #BeyondCCaaS? DM me to learn more about Regal. #CCaaS #ContactCenter #CDP #Education #Healthcare #Lending #IdentityResolution

The Four Shades of Customer Support: Reactive, Proactive, Predictive, and Preemptive, that can help serenade customers like I was at Goa. Let's dive today into these four key approaches with examples spiced up with some humor, while for a more technical version, do refer my post of yesterday… **1. Reactive Support** 😞 - *Technology:* The trusty 'Help Desk' software. - *Scenario:* Customer rings the support hotline because, alas, the printer devoured their important document. Reactive support is like your emergency pizza delivery hotline. You call when the craving hits, but it doesn't prevent the pizza from being eaten in the first place. It's reliable but a bit late in the game. **2. Proactive Support** 😊 - *Technology:* CRM systems with automated triggers. - *Scenario:* You receive an email suggesting a password change because the system noticed some fishy login attempts. Proactive support is like your mom reminding you to wear a jacket when it's cold outside. It anticipates your needs and offers helpful suggestions before you even realize you need them. **3. Predictive Support** 🧐 - *Technology:* AI and Machine Learning algorithms. - *Scenario:* Your favorite e-commerce site recommends products you didn't know you wanted but can't resist. Predictive support is like that friend who knows your taste so well they pick out gifts you love every time. It predicts your preferences based on past behavior, making your life easier and your wallet lighter. **4. Preemptive Support** 🚀 - *Technology:* Supercharged AI and data analytics. - *Scenario:* Before you even notice a glitch in your smartphone, it's fixed remotely. Preemptive support is like having a guardian angel for your gadgets. It detects and solves issues before you even knew they existed, leaving you wondering if your devices are psychic. Think of these shades when you want to soar your customer service to the next level. If you enjoyed reading this , then I post such nuggets on #CX every weekend, so keep looking out for more or read my previous ones. #customersupport #CXHumor

Whether a growing startup or a well-established enterprise, providing customer support to a non-tech-savvy user is maybe one of the most difficult (and let’s be frank — annoying 🙄) things about working in the tech space. In this article, we’ll explore what is co-browsing and how it can help customer service agents keep their sanity intact in such situations… #CustomerSupport #CustomerService #CS #CX #Support

Customer First? Employee First? Or Security First? Exciting news! TELUS GenAI Customer Support Tool has made history by becoming the world's first to achieve Privacy by Design Certification. Check out the details here: [Link to the article] #TELUS #PrivacyByDesign #Innovation

🌟 The latest report by Exploding Topic reveals that 75% of Americans prioritize customer experience when choosing between brands. 💼 Providing top-notch end-user support is no longer an option but a necessity. 🔍 US Enterprises grapple with scaling end-user support to meet the demands of a dispersed customer base and a constantly evolving workforce. 🌎 Finding skilled IT support professionals is just one of the hurdles they face. 💡 To thrive, enterprises must adapt. From catering to diverse customer needs to embracing AI and automation, innovative strategies are key. 🚀 It's all about ensuring consistent customer satisfaction and loyalty. Curious to learn more? Check out our blog post covering everything from the basics of end-user support to cutting-edge strategies and compliance considerations. 💬 https://lnkd.in/gwzmRf6f #CustomerExperience #customersupport #chatbot

Businesses today must manage customer support efficiently across multiple platforms. WaChatbot was conceptualized to address this need by automating customer support on both WhatsApp and Web. Project Challenges : Due to industry demands, we had to create a system seamlessly operating on WhatsApp and Web. The solution must be versatile enough to cater to diverse business requirements while remaining user-friendly. Our Solution: Our team created an AI-driven multi-attendance system, leveraging PHP, SQL, and GPT technologies. This chatbot integrates directly with the user’s WhatsApp account, boasting a GPT-powered AI model that is trainable and adept at managing existing and potential customers. WaChatbot includes an attendant system directing customers to the right department. For example, a customer seeking technical support can easily be routed to a dedicated tech support attendant, ensuring specialized assistance. It also has a tool that lets businesses send out promotional messages to many customers at once, helping boost interest in their products or offers. Results: WaChatbot stands as a testament to innovation in customer support management. It streamlines operations while significantly elevating the quality of customer service for all kinds of businesses. The system has been integrated across businesses in Canada and India, marking global outreach and usability.

Thanks to the magic of Make, we have integrated Twilio SMS and Help Scout, which now allows us to send and receive SMSes via our main customer support platform. 🚀   Our iStyles.com SMS channel has proved to be popular with US-based customers and having support channels on a single platform allows us to continue delivering consistent high-quality customer service. SMS customer support allows customers to conveniently contact us any time and be notified of a response when we reply. Customers do not have to wait on hold like in a phone call, messaging simply feels easier and 'to the point' compared to 'writing an email', and they do not have the expectation of an instant answer as it is not a live chat; this gives us time to formulate more meaningful responses, actions, and the opportunity to delight them by replying quickly.   Why Twilio? Help Scout integrates directly with several SMS and business text messaging platforms but we wanted to continue using our existing phone numbers. One day, we may build something nice on Twilio but till then, who can argue with the scalable utility-like pricing of $2.15 per month per line and $0.0079 per SMS?   Why Help Scout? We really like Help Scout because of their focus on customers, and it shows in the product that they’ve created and the way they support their customers. If you would like to give them a try, you will get a $50 credit if you sign up through https://lnkd.in/e9N4EEz6   Why Make? We used to build automations and connect disparate systems using custom coding - these worked well, but took a long time to "make". Now, such workflows can be built in a fraction of the time thanks to Make: https://lnkd.in/ermyDBzG   How it works? These scenarios were designed to integrate Help Scout and Twilio but the concepts can be adapted to fit other use cases, such as the integration of Twilio with other help desks, Email<->SMS correspondences, or the integration of Help Scout with other channels.   Incoming SMS: 1) Twilio Messaging Webhook triggers start of scenario when new SMS is received 2) Checks whether Help Scout customer exist 3) If no customer, create customer and create conversation in Help Scout 4) If customer exist, check whether SMS conversation exist 5) If conversation exist, add SMS to conversation as thread, else create a new conversation   Outgoing SMS: 1) Help Scout webhook triggers start of scenario on new agent reply 2) Loads Conversation information 3) Get customer telephone number 4) Get reply body 5) Send SMS Scenario details in comments. Post contains affiliate links where I may be compensated if you make a purchase. It's a win-win as you get a discount too. #automation #make #withmake #twilio #customerservice #customersupport #integration

Zendesk macros play a helpful role in automating repetitive tasks and responses for your customer support team. Here are some of the most important things to know about what macros are, how they can benefit your support team and your customers, and how to create a macro as a Zendesk agent or admin. #Zendesk #Macros #ZendeskPartner #CX #CustomerSupport #CustomerExperience

Streamlining Customer Onboarding and Course Access with Advanced Automation! 🚀🎓 🛒 Customer Purchase via Stripe When a customer completes a purchase through Stripe, our automation kicks off by capturing and storing their details, such as name and email, for further processing. 📂 Dropbox Folder Management Check for Existing Folder: The system checks if a corresponding Dropbox folder exists for the customer. Create New Folder: If no folder is found, a new one is automatically created, ensuring each customer has a dedicated space for their files. Generate Share Link: A unique share link for the customer's folder is generated using the Dropbox API, making file sharing easy and efficient. 🔗 ActiveCampaign Integration Create or Update Contact: Customer details are used to create or update a contact in ActiveCampaign. Store Share Link: The Dropbox share link is stored in a custom field within ActiveCampaign, ensuring seamless access to shared files. 🎓 Thinkific Course Management Check for Existing Account: The automation verifies if the customer already has a Thinkific account. Create New Account: If no account is found, a new one is created with a unique username and password, which is also saved in ActiveCampaign for reference. ✨ The Impact This automation has revolutionized our customer onboarding and course access processes, offering: Increased Efficiency: Automating the workflow reduces manual tasks, freeing up valuable time for strategic initiatives. Seamless Customer Experience: A smooth transition from purchase to course access enhances customer satisfaction. Data Consistency: Accurate and consistent updates across all platforms minimize errors. Enhanced Security: Unique usernames and passwords ensure secure access to course materials. Ready to simplify your process with Make? Get started now: https://lnkd.in/dUNVaTqh . . . . . . #Automation #CustomerOnboarding #CourseAccess #Stripe #Dropbox #ActiveCampaign #Thinkific #MakeAutomation 

Whether you manage a small customer service team or a large-scale contact centre, choosing the correct software is crucial. In this blog, we'll look at the important aspects to consider when selecting a modern contact centre software system: https://lnkd.in/g5AU2VbK #contactcentersolutions #contactcentre #callcentersoftware #IVR #calling #callcentersolutions #call #integration #inboundcalls #outboundmarketing #message #contaque #cx