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Featured
with more consumers shopping online this holiday season retail customer service must respond to trends
Featured
Nov 4, 2020

Retail Customer Service: Trends & Tips for Success This Holiday Season

Changes in consumer behavior due to the COVID-19 pandemic have brought with them new challenges for retailers and their workforces. As we all search for a new normal this holiday season, here are some trends to keep in mind.
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Featured
smiling call center agent making use of call center automation for email
Featured
Nov 3, 2020

Call Center Automation: 7 Ways Email Automation Impacts Customer Care & Beyond

Call center automation impacts more than just customer care. Specifically, email process automation can make a huge difference in the workflow of multiple teams.
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Featured
Woman online shopping on laptop while sitting on a couch.
Featured
Nov 2, 2020

Cart Abandonment: 3 Ways To Save Your Conversion Rates

"Cart abandonment" keeps many marketers and website managers up at night. Here's how to fight it and ensure amazing online shopping experiences.
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Featured
Hand pointing to chatbot graphic
Featured
Oct 21, 2020

AI Customer Service: How It’s Helping Brands Boost CX

Artificial intelligence is helping brands elevate customer service and meet customers' growing expectations for fast, efficient support.
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Featured
Woman smiling while working on laptop with a whiteboard in the background.
Featured
Oct 20, 2020

The Chief Customer Officer: 6 Things You Need to Know About This CX Champion

Most companies now have a Chief Customer Officer or an equivalent as part of their C-Suite. But what is a CCO, exactly?
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Featured
businessman working at laptop frustrated by free social listening tools
Featured
Oct 19, 2020

Enterprises, Beware: 7 Reasons Free Social Listening Tools Aren’t Worth Your Time

Free social listening tools may be tempting, but they don't do enough to support the mature social media strategy B2Cs need.
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Featured
Person completing survey on tablet
Featured
Oct 15, 2020

Customer Satisfaction Survey Questions: 11 You Need to Measure (+ Examples)

The insights you gain from these questions can inform key decisions and help set your company on the path to CX success.
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Featured
Person typing on laptop with social media reactions and comments appearing.
Featured
Oct 13, 2020

Social Media Dashboards: 6 Ingredients to Make Them Successful

What elements ensure you and your organization get the most out of your social media listening and analytics efforts?
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Featured
professional woman working on laptop creating customer service response templates
Featured
Oct 8, 2020

Customer Service Response Templates: 8 Do’s and Don’ts for Replying to Customer Emails

Email templates give agents a solid jumping-off point and enable faster replies. Follow these tips to make sure your customer service email responses are on point.
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Featured
using covid health screener instead of testing employees for covid
Featured
Sep 30, 2020

Testing Employees for COVID-19: 5 Trends Employers Need to Know

Read about recent developments in how companies are testing employees for COVID-19 and key trends you should be watching for.
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Featured
happy customer talking with a conversational ivr on the phone
Featured
Sep 22, 2020

Conversational AI: What It Is and Why Your IVR Desperately Needs It

Chatbots with true conversational capability can revolutionize your interactive voice response system.
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Featured
Person with sunglasses using mobile phone while shopping
Featured
Sep 21, 2020

Social Commerce: Know the What, Why, Where and How

Social commerce is a growing trend and revenue stream in the world of e-commerce. But what is it, exactly?
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Featured
Person purchasing on mobile using credit card
Featured
Sep 17, 2020

Ecommerce Trends: 5 You Need to Keep an Eye On

Here's a closer look at 5 recent ecommerce trends impacting the business world today and how brands can adapt.
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Featured
Person holding and using mobile
Featured
Sep 9, 2020

Mobile Self-Service: A Win-Win for Brands and On-the-Go Customers

What you need to know about mobile self-service, and how it can help improve your customers' experiences.
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Featured
Facebook Messenger bots for business customer service example interaction
Featured
Sep 4, 2020

Your Guide to Facebook Messenger Bots for Customer Service

There's a lot of hype around Facebook Messenger bots for business – but are they really worth doing?
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Featured
person on smartphone using whatsapp for customer service
Featured
Aug 26, 2020

How to Use WhatsApp for Customer Service

Should you add WhatsApp to your "channel mix?" Let's dive into the details of WhatsApp and how to use it for customer service.
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Featured
3 face masks on a table
Featured
Aug 25, 2020

4 Ways Brands Can Prepare for a Second Wave of COVID-19

In the event of a second wave of COVID-19, brands must prepare to best support and inform customers and empower employees.
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Featured
People sitting and looking at their phone
Featured
Aug 24, 2020

Social Media Analytics: What You Need to Know

Social media analytics is a must for every brand today. Here’s a primer to guide your social media tracking efforts.
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Featured
woman live chatting on laptop
Featured
Aug 21, 2020

Live Chat Best Practices for Better Customer Conversations

Learn 5 key ways to connect with your digital customers for improved support experiences.
Read More »
Featured
differences between ai and machine learning neural network concept
Featured
Aug 18, 2020

Machine Learning vs. AI: What’s the Difference?

Although machine learning, deep learning, and artificial intelligence (AI) are related, the differences between them can be confusing.
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Featured
open sign on a shop window
Featured
Aug 17, 2020

4 Ways VoC Can Help You Reopen and Gauge Customer Confidence

Voice of Customer can help you better prepare for the months ahead and boost customer confidence. Here's how.
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Featured
call center agent reviewing customer service survey after call
Featured
Aug 10, 2020

Is the Post-Call Survey Dead?

Post-call surveys don't go far enough – post-interaction feedback captures the customer's experience across a broad range of inbound service interactions.
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Featured
Featured
Aug 1, 2020

Using SMS for Customer Service: Why, How, & When

85% of customers prefer to use SMS for customer service. Learn 10 best practices of letting customers text you for service.
Read More »
Featured
contact center agents working to break free from their call center script using call center scripting software
Featured
Jul 28, 2020

How to Break Free from Call Center Scripts

Today's consumers want authenticity, not contrived, scripted experiences. Learn how to move past call center scripts.
Read More »
Featured
examples of customer service chatbot interaction retail store
Featured
Jul 28, 2020

Building a Customer Service Chatbot: 8 Elements of a Great Interaction

Make sure your customer service chatbot enhances CX with these examples of components you should include in your chatbot.
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Featured
call center agent working to improve first call resolution
Featured
Jul 27, 2020

First Call Resolution: 6 Practical Tips for Improving Your FCR

Agents are handling a higher proportion of complicated issues, so how can you make sure your first call resolution rate stays high?
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Featured
call center agents using next best action
Featured
Jul 16, 2020

Why It’s Time for Customer Service to Embrace Next Best Action

The time has come for next best action to have its moment in the spotlight, and here's why.
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Featured
persona typing on laptop demonstrating customer service email automation
Featured
Jul 9, 2020

Time to Ditch Your Customer Service Auto Reply Emails for Something Better

Both auto-reply emails and email virtual assistants respond to customer inquiries. But only virtual assistants actually resolve customer issues quickly and accurately.
Read More »
Featured
woman using hr help desk software on laptop
Featured
Jul 1, 2020

HR Help Desk Fundamentals: 5 Reasons to Use a CRM for HR

Why aren't more HR teams using CRMs as their HR help desk software?
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Featured
customer journey optimization meeting
Featured
Jun 30, 2020

How to Optimize the Customer Journey With Voice of the Customer

Effective customer journey optimization puts VoC as primary. Follow these steps to get the most out of your customer feedback.
Read More »

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