Episode 204 – Interesting Tech from Incite Group’s CSS West

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A Tech Tuesday Episode. All things Technology related to providing digital customer service.

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    • OneTravel: Search and compare flights from over 450 airlines.

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Announcements:

  •  Catch me on Twitter! @FSaucier

  • I’m heading to Dreamforce 6/12 – 14/2018. Come say hi!

  • New Book coming soon: What Customers Want. Sneak peek for members of the Social Pack.

A Tech Tuesday Episode. All things Technology related to providing digital customer service.

Brought to you by:

    • The Social Pack: Get on the inside to stay on the topside. Join today!
    • ParknFly: Save 10% off Posted Rate Reserve Now 
    • bluehostThe Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting service by WordPress.org. Every account features 1-click WordPress installation. Plus, bluehost’s trained, in-house experts are there to help 24/7. Their robust help center includes guides, video tutorials and more. You can try them and love them, or get a refund within 30 days of signing up. Your satisfaction is their top priority and they’re confident you’ll be pleased with their services.
    • Ticket Liquidator:  Concerts, Sports Theater tickets. Buy or sell!
    • GoldMedalWineClub.comWine of the Month Club Award-winning wines delivered to your doorstep every month. They never feature bulk wines, private labels, or closeouts. Each selection is a genuine, small-production wine crafted by a winery with their family’s reputation on the line in each and every bottle.
    • CraftBeerClub.comGood People Drink Good Beer. Get the finest craft beers from America’s best microbreweries delivered to your door! They search out exceptional craft beers from around the country and then deliver the monthly beer club selections direct-to-you or your gift recipient’s door. You can choose an ongoing beer club membership or Craft Beer Club gifts to ship monthly, every-other-month or even quarterly. This is a fantastic gift for the Craft Beer enthusiast in your life. Give 1 to 12 shipments and receive up to 3 bonus gifts and an additional $25 bonus with your order.
    • OneTravel: Search and compare flights from over 450 airlines.

“Messaging has the potential to replace phone calls—but only if customers know they will get a quick response.” – Joshua March

Book of the Day: Message Me: The Future of Customer Service in the Era of Social Messaging and Artificial Intelligence – Joshua March

Interesting Tech from Incite Group’s CSS West

  • Social Media Engagement Platforms
    • Conversocial – 
      • Their customers are running 5 minute response times
      • This tool just does just about everything you can imagine
    • CX Social – 
      • This is fantastic tech
  • Directly – “See how our Crowd-Powered AI platform helps you reduce support volume and deliver an amazing customer experience—with minimal resources from your team.”
    • Michael Lawden from Samsung mentioned using this
      • Samsung device owners can register to answer questions on behalf of Samsung in return for compensation
      • They are seeing great success from this
    • Benefits (according to directly.com)
      • Increase CSAT
      • Survive volume surges
      • Reduce backlog
      • Manage seasonality
      • Meet SLAs
  • AgentIQ
    • “We are using conversation-driven artificial intelligence and machine learning to enable brands to scale customer engagement and interactions while lowering costs and increasing the quality of customer relationships.”
    • “The platform learns from all human interaction and empowers agents to do more, faster and better. Our technology is proven to increase customer satisfaction, agent efficiency, and profitability.”
    • See Episode 49 – AgentIQ with Craig Davis

Brought to you by:

    • The Social Pack: Get on the inside to stay on the topside. Join today!
    • ParknFly: Save 10% off Posted Rate Reserve Now 
    • bluehostThe Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting service by WordPress.org. Every account features 1-click WordPress installation. Plus, bluehost’s trained, in-house experts are there to help 24/7. Their robust help center includes guides, video tutorials and more. You can try them and love them, or get a refund within 30 days of signing up. Your satisfaction is their top priority and they’re confident you’ll be pleased with their services.
    • Ticket Liquidator:  Concerts, Sports Theater tickets. Buy or sell!
    • GoldMedalWineClub.comWine of the Month Club Award-winning wines delivered to your doorstep every month. They never feature bulk wines, private labels, or closeouts. Each selection is a genuine, small-production wine crafted by a winery with their family’s reputation on the line in each and every bottle.
    • CraftBeerClub.comGood People Drink Good Beer. Get the finest craft beers from America’s best microbreweries delivered to your door! They search out exceptional craft beers from around the country and then deliver the monthly beer club selections direct-to-you or your gift recipient’s door. You can choose an ongoing beer club membership or Craft Beer Club gifts to ship monthly, every-other-month or even quarterly. This is a fantastic gift for the Craft Beer enthusiast in your life. Give 1 to 12 shipments and receive up to 3 bonus gifts and an additional $25 bonus with your order.
    • OneTravel: Search and compare flights from over 450 airlines.

Jobs

Who’s Doing it Well?

About the author, Frankie Saucier

Frankie Saucier created the Socially Supportive podcast because believes that in order to advance digital and social customer care, leaders must come together in a community where colleagues can collaborate on the latest strategies and discuss the best technology. The Socially Supportive podcast creates a space for that community to thrive. She is also the Founder and CEO of Socially Supportive, a digital consultancy that helps brands communicate effectively with customers online. Frankie is a member of several consortiums, including the Social Care Leaders Group, an international group of leaders in the digital and social care space. She has over 20 years' experience in customer experience, including 7 years creating and running the digital customer support team at the 3rd largest cable company in the U.S. She also holds a bachelors in Mass Communications.

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