With widespread change and increased pressures comes new opportunities to rethink, reassess, and reinvent. The savvy businesses that are embracing change and adapting their customer support tools, technology, processes, and recruitment are thriving. They will continue to do so for the year ahead and beyond.

In this report, we examine the top five trends disrupting the customer support industry and provide tips on how to provide world-class support to both customers and your team in the new support landscape, where so many rules have been rewritten.

Check it out today! 

83% of consumers worldwide love to browse and buy products during messaging conversations and 60% prefer reordering via instant messaging apps.

Is your conversational commerce strategy on par with the growing expectations of customers?

The term “Conversational Commerce” has been in circulation since 2016, but few companies have made it a reality in the interim. Customers feel that chatbots and conversational AI separate them from human interactions with a brand. However, this trend is fast changing due to the advancements in customer experience management platforms (CXM).

This whitepaper is drawn from the experience of VMLY&R Commerce and Sprinklr’s work partnering together with shared clients. It explores the background, challenges, and some solutions for brands seeking to make intuitive conversational commerce a reality for their customers.

• Learn how conversational commerce fits into your existing growth strategies
• How to create clear journey goals for serving existing demand or acquiring new customers
• Find out ways to blend AI and live agents to deliver a seamless integration of customer experience and commerce

Sprinklr is a leading enterprise software company for all customer-facing functions. With advanced AI, Sprinklr’s unified customer experience management (Unified-CXM) platform equips businesses to drive up to 185% more revenue with omnichannel commerce through extensive support for social channels and conversational AI.

Social commerce is making waves in Southeast Asia. Customers want to browse and buy without leaving their favorite social media apps.

Social commerce: the future of shopping 42bn USD* of e-commerce revenue in Southeast Asia is directly influenced by social experiences, and 200bn USD** is indirectly impacted by conversational commerce. Brands are noticing – and scrambling to keep up.

But, are they succeeding? Find out in the first ever in-depth report for social commerce in Southeast Asia, based on data from over 15,000 leaders in e-commerce, retail, beauty and more.

Read this study to know what leading global brands can learn from the fastest growing market for social and conversational commerce.

By the end of the report you will have learned:

• The strategies and capabilities needed to win with conversational commerce
• How you can develop conversational AI capabilities to succeed with social commerce
• How a unified-CXM approach can help you fast-track social commerce adoption
• How brands can integrate conversational commerce in their CX strategy

*Source: Social Commerce in Southeast Asia 2022
**Source: Social Commerce in Southeast Asia 2022

Sprinklr is a leading enterprise software company for all customer-facing functions. With advanced AI, Sprinklr’s unified customer experience management (Unified-CXM) platform equips businesses to drive up to 185% more revenue with omnichannel commerce through extensive support for social channels and conversational AI.

It is ten years since we published The Best Service is No Service, (Wiley/Jossey-Bass 2008), in which we suggested that organisations needed to work harder to reduce the demand for customer contact, rather than spend so much time and effort “dealing” with the contacts. In this paper we’ll discuss how the ideas have become even more relevant today, even though the book was written at a time when the iPhone was still in its infancy and apps and messaging were just emerging.

“You get what you measure”, is among the oldest sayings in business. Unfortunately, numerous traditional measures undermine the customer experience. However, in this era of new customer experience tools, many of the measures that are possible have changed. We think that a lot more is possible. Why?

Digital channels have grown exponentially in the last fifteen years. Customers are keen to use well-structured digital solutions that are convenient and save time. The growth of on-line shopping and on-line sales and service is accelerating and customers clearly like it when it works well. Many pure digital businesses like Amazon, Google and Ebay have some of the highest net promoter and customer satisfaction scores. As digital solutions have grown many organisations are providing chat solutions to support these channels, particularly complex sales processes like insurance or home loans. Chat bots are emerging as a way of automating simple responses and triaging complex requests. In addition, the latest forms of robotic automation are starting to automate data based repetitive tasks.