In this regard, an IDC research helps to take stock of the situation. At present, in Italy today less than 2 organizations out of 10 (19%) allow their contact center to have a 360-degree view of the customer, integrating information from the Marketing, Advertising, Sales and e-Commerce areas. Only a quarter of European customer service departments have full access to customer and prospect data, while only 20% have full integration with marketing tools. It is no coincidence, therefore, that the research shows that for Italian companies the integration of CRM with all company departments is a priority (Source: IDC – “Redesigning customer service to meet new customer expectations” 2020 – click here to download the complete research ).
The Fundamental Metrics for Measuring Performance
As experts suggest, companies need to Denmark Phone Number take a more customer-center. An empathetic approach to be perceive as more agile and innovative by their customers. For the divisions dedicated to Customer Service. Ensuring customer retention is the highest priority. The first pillar of the cycle refers to all those activities. That aim to capture the data of customers, potential customers, and, more generally. People “in target” with respect to the objectives of the company or a Marketing campaign. This is the part where data is transforme into information and finally into intelligence or intuition. The central part where Machine Learning and Artificial Intelligence play a central technological role.
Chatbots are applications that integrate bots into instant messaging software and are able to interact with people. Chatbots are made up of several elements: the user interface (chat app) integrates with natural language processing services (and artificial intelligence/self-learning algorithms) on the one hand and with the backend of the company on which they reside the data to be processed in real-time by the other. The first platform to introduce this type of interaction was Telegram, in June 2015, followed by Skype, iMessage, and WeChat. The latest was Facebook Messenger, which opened its platform to chatbot technology about a year ago. Since then, however, the number of chatbots on Facebook Messenger has been growing at a breakneck pace.
