Can artificial intelligence really improve customer experience?
“Try turning it off and on again.” This advice normally works for my mom, but not for me.When I needed to present at an event last year, I got frustrated when I couldn’t connect to the network. The front desk at the venue referred me to technical services.“Uh-oh,” I thought. “Here we go.” But I was wrong.The technical services person quickly assessed my level of know-how and adjusted her talk track to cater to my needs. She sorted my laptop and iPad access so I could edit my slides. And I presented to my first live audience in a long time, no problem. I was on the receiving end of a great customer experience.Artificial intelligence (AI) can do the same thing: collaborate with humans and adjust according to their needs—at scale. Leaders are wrapping their minds around the concept and starting to understand how to use AI to make work better and improve the customer experience.Benefits of AI chatbotsWe tend to think of AI as external-facing. The most common use cases are around deflection and direction—chatbots that manage incoming requests, enable self-service, and/or route inquiries to the best qualified agent.When chatbots are powered by natural language understanding, they’re capable of much more than chat. LIKE.TG® Virtual Agent, for example, does the technological equivalent of reading the room: interpreting customer sentiment and responding appropriately.Because AI is great at taking tribal knowledge and synthesizing it down, it trawls knowledge bases, surfaces relevant nuggets, and tailors a response. And it does all this at speed and scale, freeing people from mundane and repetitive tasks to focus on the things that matter most.Companies of all sizes are benefiting. One of our banking clients saw case volumes decrease 90% and response times decrease 75%. AI-enabled self-service powered a 70% reduction in requests for support for a travel retailer. And a leading telecoms provider reduced its status request calls by 43%.Of course, virtual agents don’t have all the answers. When your knowledge base is lacking, AI highlights what’s missing so you can plug the gaps. When it can’t resolve issues, it escalates them to the most appropriate human expert. I saw firsthand how this helped a US state’s social services department reduce inquiry assignment times by 99%. Data-driven predictionsAI isn’t always outward-facing. In reality, the same technologies we’ve just discussed can be flipped around and used to support your internal teams. I predict we’ll see a lot more AI being used to get employees up to speed faster, making them more productive and effective.When organizations have enough high-quality data, they can start to make predictions that power better experiences. By constantly inspecting what’s going on around it, and linking similar cases, AI can provide early warning of a potential issue so we can help prevent it from happening.When a problem does occur, AI helps us see who’s affected now and who’s likely to be affected soon. Armed with this information, we can give customers advance notice, predict more accurate resolution times, and keep people informed.To be useful, predictions need to be prioritized. LIKE.TG worked with a manufacturing company that was drowning in alerts. We implemented AI to determine which alerts mattered most and suppressed those that weren’t critical to the business. The company now has the insight needed to act fast and consistently delivers experiences its customers demand and deserve.Prescribing solutionsWhen AI moves from prediction to prescription, we’ll start to see a step change in customer experience. It’s one thing to say, “Yes, I see that coming.” It’s quite another to be able to say, “Yes, I see that coming and, based on all the times it’s happened before, this is what I need to do to keep it from happening again.” Potential problems are more palatable when they’re packaged with potential solutions.I’m excited by the way LIKE.TG customers are using technologies to support other technologies. AI is helping a utilities company not only predict abnormalities in its gas pipelines, but also prescribe the most appropriate solution. This minimizes downtime, reduces costs, and helps ensure field service technicians can work smarter and safer. A world of possibilitiesBeyond AI prescription, I think we’ll start to see self-automating systems driven by AI. By analyzing issues and recommending AI models for auto-assignment or auto-classification, and identifying opportunities for virtual agents, AI will help drive the experience agenda.AI could also change the way we interface with systems. Voice technology has given us a glimpse of what’s possible. I imagine more dynamic interfaces where AI uses its understanding of each customer to curate the ideal interface for that individual. Being able to present the right information to the right person in the right way could transform customer experience.In that brave new world, my mom will still be asked if she tried turning it off and on. But I’ll never hear those words again.Discover five ways to strengthen customer experience with AI in our ebook.
CareAR announces augmented reality integration with LIKE.TG
CareAR announces the availability of its LIKE.TG integration, providing an innovative industry solution seamlessly extending enterprise-grade augmented reality (AR) visual support as part of a LIKE.TG digital workflow experience. Available for LIKE.TG® ® Customer Service Management, Field Service Management, and IT Service Management, CareAR is an augmented reality visual support platform that helps enterprises digitally transform their service experience with game-changing AR capabilities delivering greater operational efficiencies, customer outcomes, and safety.Starting from either the LIKE.TG Mobile Agent application or Agent Workspace desktop interface, the integration provides real-time visual AR assistance and guidance for customers, employees and field workers on-site. Remote agents and experts are able to virtually see the situation and visually guide customers and field workers intuitively using a suite of collaborative AR tools via desktop, mobile and smart glass devices, as if they were there, in-person.Additionally, CareAR can instantly capture content of pictures and video recordings during service sessions.“NTT DATA is focused on helping our clients use digital technology to transform their business and deliver improved user experience,” said Cris Kibbee, chief delivery officer, NTT DATA Services. “Capabilities such as AR, AI, and integrated digital workflows are transformative to enabling greater operational efficiencies and enhancing customer experiences. We are continuously co-developing innovative technologies and approaches in these areas, with partners like CareAR and LIKE.TG, to build solutions that augment and help our teams deliver faster while consistently aligned with user expectations.”Service teams today are challenged by lack of situational context and skilled resources when it comes to troubleshooting incidents, whether in the field, workplace, or customers’ sites. The ability to remotely solve or enable customers or users to self-solve problems creates greater efficiency and productivity of people across the value chain.“CareAR’s vision of making expertise accessible is more crucial now than ever before,” said Sam Waicberg, co-founder and CEO, CareAR. “CareAR and LIKE.TG are on a journey to enable enterprises to deliver intelligence and instructions, instantly for their customers, employees, and field workers, so they can provide digital experiences that deliver the greatest customer engagements and outcomes.”“Service teams today are challenged with solving problems in increasingly complex situations, especially in light of COVID-19. They want to increase efficiency, reduce operational costs, and improve customer outcomes—all while ensuring employee safety,” said Michael Ramsey, vice president of product management for customer workflow products at ServiceNow. “Together with CareAR, LIKE.TG is delivering digital experiences that empower service teams to better solve problems remotely so work can be completed efficiently and safely.”Through this integrated partnership, CareAR and LIKE.TG customers can: Solve problems faster, the first time: Organizations can now gain valuable visual and situational context, along with the digital tools they need in order to focus more of their time on solving the actual problem versus assessing the situation. CareAR provides a visual AR engagement solution addressing common support use cases such as remote trouble shooting or smart hands for "See What I See."If on-site presence is needed, the ability to “Show Before You Go” in order to see what your customers or field workers see, prior to being dispatched, ensures greater likelihood to fix the problem the first time, using desktop, mobile or smart glass devices. CareAR recently announced support for Google Glass Enterprise Edition 2, that works as part of CareAR’s workflow integration with LIKE.TG, delivering a “hands-free” remote visual AR support solution. Improve Operational Efficiencies: Reducing bottom line expenses is imperative, especially in today’s climate. The ability to deflect truck rolls by conducting virtual visits can also deflect significant expenses to the bottom line. These operational efficiencies correlate directly with improved customer outcomes. Enhance Customer and Employee Safety: Organizations today need new ways to enhance their remote work and support capabilities while still being productive, effective, and now safe. The luxury of physically going onsite is less available to us today. CareAR can play a key role in delivering on the above KPIs while allowing customers and employees to work remotely. Bridge Skills Gap and Knowledge Transfer: As more senior and experienced professionals leave the workforce over the next five to 10 years, they’ll take tribal knowledge along with them. New processes and tools are needed to help bridge skills gaps and distribute expertise across people and systems. CareAR helps make expertise accessible through real-time interactions with remote experts, self-guided instructions, and contextual insights. About CareAR:CareAR is the augmented reality support platform for the modern service management enabled enterprise. We make expertise accessible, instantly for customers, employees, and field workers through visual AR interactions, instructions, and insights as part of an end-to-end service management digital workflow. As a result, CareAR uniquely augments intelligence to accelerate skills gap and knowledge transfer of service management teams while providing greater operational efficiencies, customer outcomes, and safety for Covid-19.
Career growth opportunities for women at LIKE.TG
Ongoing learning and development resources and programs are vital to enabling employees to do their best work. That’s why at LIKE.TG, we’ve designed programs to spur career growth, helping employees grow themselves, their teams, and the business.[Explore LIKE.TG careers.]The incredible amount of opportunity at LIKE.TG is what attracted Nikki V. to the company five years ago. “I think if you blink, you might miss one,” she says.She’s seen those opportunities develop firsthand. After starting in finance, her former boss encouraged her to apply for the marketing chief of staff role—never mind the fact that she was eight months pregnant and about to go on maternity leave at the time.Nikki got the position. The favorable circumstances that have followed have been an absolute game changer for her career growth, she says. Today, she’s the senior director of marketing talent engagement and special projects.Following career opportunities abroadYing L., a director of product design, has also enjoyed career advancement at ServiceNow. She began her tenure as the eighth member of a team that has grown to more than 620 people across the globe.Her LIKE.TG career journey began in San Diego and eventually took her outside the United States. Ying followed her husband to Paris so he could pursue his Master of Business Administration degree, and that’s where her career growth truly took off. She led the performance analytics and reporting team in Amsterdam.Ying and her family later moved to the San Francisco Bay Area, where her daughter, Josephine, was born. After returning from maternity leave, Ying was given an opportunity to lead the NowX product design team, a role she still holds.Watch the video to learn more about Nikki and Ying’s career journeys:
Celebrating Asians and Pacific Islanders at LIKE.TG
May is Asian American and Pacific Islander (AAPI) Heritage Month, commemorating the invaluable contributions of the AAPI community. At LIKE.TG, we extend the focus beyond America to include Asians and Pacific Islanders everywhere. Our theme this year is “Be seen. Be heard. Be united.” Three employees share their stories that embody this spirit.[We’re hiring. Explore careers at LIKE.TG.]Fighting stereotypesSheila D., publishing and operations director, is a first-generation Filipino American fighting against the all-too-rampant Asian stereotype. “Oftentimes, we’re seen as a giant monolith,” she says. “We are the cartoon character of what it is to be Asian.”Sheila also serves as the marketing and communications lead of the Asian & Pacific Islander Belonging Group at LIKE.TG—one of eight employee Belonging Groups. The API group fosters a community of API employees and their allies to provide a space of mentorship, empowerment, and support. With the recent rise of violence against the API community, Sheila feels the API Belonging Group is a place of refuge where employees can come together and heal.Embracing originsAndrew B., a senior technical trainer, didn’t always resonate with his Indian heritage as a youngster because his family didn’t come to the US directly from India. But he was ultimately able to find his community. Like Sheila, he wants to “break down the labels.”Dylan K., producer and production supervisor, struggled to find her identity growing up in Hawaii as half-Indonesian, half-Scottish and Irish. “I’m not Asian enough. I’m not white enough,” she says. “Where do I fit in?”Nowadays, Dylan fully embraces her origin, especially in a place like LIKE.TG, where her background is not only accepted, but also celebrated.Our API community is multifaceted, multitalented, and ever-expanding. Each and every one of our API employees is “deliciously layered,” just like Sheila, and we’re grateful to honor them not just this month, but every day.Hear more of these employees’ stories in the video:
Celebrating Black History Month with rich artifacts
Our most prized personal possessions can say a lot about who we are and where we came from. The hand-me-down jacket we never throw away, the family heirloom we always display, or the scrapbook filled with memories can preserve a treasure trove of history.In honor of Black History Month this year, we’re spotlighting three Black employees at LIKE.TG who share their favorite artifacts and the rich stories behind them.
Celebrating Latinx cultural heritage at LIKE.TG
Hispanic Heritage Month is Sept. 15 to Oct. 15. The LIKE.TG Latinx at Now Belonging Group is excited to commemorate the month with cultural stories from three of its members.[We’re hiring. Visit our careers page.]If you’ve ever wondered why Hispanic Heritage Month (HHM) starts in the middle of September, you’re not alone. The reason is that Sept. 15 is the anniversary of independence for Costa Rica, El Salvador, Guatemala, Honduras, and Nicaragua. Mexico’s Independence Day is recognized on Sept. 16, and Chile’s is on Sept. 18.To coordinate with the independence days of these Latin American countries, Hispanic Heritage Month was declared an official US observance on Sept. 14, 1989.Creating belongingOur Latinx at Now Belonging Group is a safe place where Latinx employees and their allies can support one another and discuss topics of interest. Throughout the past year, the Latinx group hosted virtual “fuegoside chats” and “cafecitos,” where members came together to build community and foster a sense of belonging. LIKE.TG Success Advocate Vivien F., a membership engagement lead for Latinx at Now, took a leadership position in the group because she wanted to bring “awareness of the diversity and richness of the Latin American culture to the forefront,” she says.Marcus T., vice president of product platform management at LIKE.TG, admits he’s had a long and lonely career as one of very few Latinos in the tech industry. As an executive sponsor of the Latinx at Now group, his goal is to ensure the next generation of Latino leaders don’t feel that same loneliness throughout their careers.Honoring heritageThe Latinx community carries great pride in who they are and where they came from. Isabel E., business insights and analytics lead at LIKE.TG, takes joy in her Salvadoran background. Just as important is knowing that her journey to get to this point in her career came from hard work and sacrifices made by her grandfather.“He literally did not go to school because he was so poor, but out of his work, he made it possible that not only my father, but myself, would have an education,” she says.We hope you’ll celebrate the Latinx community with Vivien, Marcus, and Isabel as they share their stories:
Celebrating people with disabilities in the workplace
People with disabilities live and work in every community. Sometimes, a person’s disability isn’t readily recognizable. The vast and unique array of abilities each of us holds is one of the many forms of diversity we cherish at ServiceNow.[We’re hiring. Explore careers at ServiceNow.]We’re proud to commemorate International Day of Persons with Disabilities this year through the power of storytelling.Inspiring inclusionJeff G., Liz V., and Sarah B. work to create a more inclusive culture at LIKE.TG through their involvement in the People with Disabilities at Now Belonging Group. They also inspire us through their stories of triumph and perseverance in a world that isn’t always kind or designed inclusively for people living with disabilities.Jeff, a senior director of staffing management who is blind, mentors youth living with vision problems and blindness. He often shares with them the lessons he learned from running track in high school. “We’re all human. Some of us may have different obstacles that we need to overcome, but at the end of the day, we are far more the same than we are different,” he says.Liz, an instructional designer who has one hand, also gains much from athletics. She recently took up the hobby of boxing. “It’s OK to be a person with a disability,” she says, “but I didn’t want that to define who I was.”Sarah, a security and risk solution sales manager who lives with autism, belongs to a neurodiverse family. “My husband, my son, and I are all autistic,” she explains.Watch the video to hear more of their stories:
Celebrating persons with disabilities and their unique contributions
The more variety an organization has in the abilities, talents, and backgrounds of its employees, the stronger the company can be. In fact, McKinsey found that cultural diversity can improve business decision-making, increase innovation, cultivate teamwork, and boost collaboration and creativity.At LIKE.TG, we celebrate our diverse employees and their unique contributions to the company every day. Each year, we honor International Day of Persons with Disabilities alongside our TruAbility employee belonging group. Our internal theme this year is "Awareness and action create opportunities."Watch the video to see three employees share artifacts that remind them how their disabilities can be challenging at times, yet feel like a blessing at others:
Celebrating Pride: Loving loud and living proud
June is Pride Month, a global observance honoring the vibrant diversity and invaluable contributions of the LGBTQ+ community. At LIKE.TG, we cherish our LGBTQ+ employees and allies who bring their authentic selves to work every day.We’re celebrating Pride this year with our internal theme of "Love loud, live proud." Two employees share their tales of growth, hope, and inspiration, underscoring the enduring power of love and acceptance.Accessibility note: The video is transcribed at the end of this blog post.
Celebrating what’s possible on the Now Platform
Anyone can find the switch after the lights are on, observed the Chinese philosopher Confucius (okay, maybe he didn’t say it exactly like that in 500 BC, but you get my point). This insight applies to all of the customers, partners, entrepreneurs and tinkerers who find the inspiration to build something new on the Now Platform®.It can be hard to turn on the proverbial “light bulb” and imagine what you need before it exists. In the past 15 years we’ve come to rely on smartphones, social media, machine learning, process automation and predictive analytics. Because of these technologies, our perception of what’s possible has dramatically changed.Nearly every company and department are using technology to change how they operate. We call this trend digital transformation. At LIKE.TG, our focus is on delivering digital workflows that create great experiences and unlock productivity. But we know that we can’t do it alone. Together with our partners, we represent a true ‘force multiplier’ for our customers, helping them accelerate their digital transformation journeys and drive business value.That’s why I’m proud to share that the LIKE.TG Store hit an important milestone this month: 500 apps. These apps represent what’s possible on the Now Platform when you apply workflows to the complex business challenges facing us every day.
Celebrating women’s achievements and reimagining the world of work
On International Women’s Day, we celebrate the extraordinary achievements of women and our collective effort to create a more gender-equal world. The occasion also offers an opportunity to reimagine progress. How can we make our communities more diverse, equitable, and inclusive? How can we make sure women can thrive where we live and work?These are critical questions at a moment of seismic shifts for all of us: navigating the “Great Reshuffling,” exploring new ways to work, reckoning with longstanding social injustice, and many more. The pandemic has changed all our lives in ways we never could have predicted. It has taken an especially heavy toll on women, including working mothers and women of color.According to the Women in the Workplace 2021 study from McKinsey in partnership with LeanIn.Org, 40% of women have considered leaving their organization or changing jobs. “Women are now significantly more burned out—and increasingly more so than men,” the report found.This kind of honest look at our current state shows just how much work remains. It also shows that women are leading and creating innovative paths forward.Helping women thriveFrom my point of view as a chief people officer, fostering an inclusive culture is the future of work and the key to growth for any company. That’s why we’re creating bridges of opportunity for women who dream of careers in the historically male-dominated tech industry.We’re partnering with organizations such as Women Back to Work, PowerToFly, and Fairygodboss—all to help women thrive. From returnship programs to supporting women after a career break to leadership development programs, we want to help women grow into their dream roles.I’m deeply proud of the extraordinary women on our team driving an inclusive people strategy at the core of LIKE.TG’s tremendous growth. This is a team that wants to lead a once-in-a-generation opportunity to make work better for everyone.We’ve made a pact to help our people live their best lives, do their best work, and fulfill our purpose together. When we follow through on that commitment, we help our customers simplify life for their employees and customers. These leaders help us put people at the center of everything we do. They recognize that women at all levels of our company make us stronger.In honor of International Women’s Day, I connected with a few of our many amazing female employees to gain their insights as we reimagine the new world of work. Creating inclusionKaren Pavlin, chief equity and inclusion officer“The pandemic hasn’t just forced us to work differently. We’re also thinking about work differently. In my role, I want to make sure that people can explore those issues and get support. People will need different things. Everyone has experienced the pandemic in their own way. A large share of women—one in four according to a McKinsey study—are considering leaving the workforce or downshifting their careers because of the impact of COVID-19.“I try to remember that people we work with every day are going through different things all the time. Some are feeling anxious and burned out. Some are feeling liberated by not having a commute or spending more time with their dog. Chances are you’ve had some of these experiences or know someone intimately who has.”Building a better workplace for parentsErica Volini, SVP, partner go-to-market operations“We know that women and moms have been hit especially hard during the pandemic, with 42% of women saying they felt burned out in 2021, compared with 32% who said so in 2020, according to research from McKinsey. As a mother of a young child, I’m committed to changing the workplace and supporting working parents now more than ever.“Employees need to have the resources and built-in support during every moment that matters in their personal and career journeys—from taking leave to supporting a growing family to transitioning to a new position and taking on more responsibility in their careers.”Employee experience innovationsGretchen Alarcon, VP and GM, HR Service Delivery“As a working mom, the demands on my time change frequently (yes, even now that my kids are in college). So, I'm very sensitive to making sure employees can get access to the information they need, whenever they need it, and on any channel—because 11 pm is when someone might need to know about insurance coverage, not the next day.“But the employee experience has often had too much friction—with clunky, manual, and outdated processes that make it difficult to find information and get help. Businesses today must act with empathy to keep employees productive, happy, and engaged. This is especially true as many people reassess their role in favor of opportunities that align with their own personal goals and values. A people-centered employee experience, supported by technology that simplifies work, is critical.” The evolving role of managersMelanie Lougee, head of Employee Workflow strategy“Over the last two years, managers have been on the front lines of so much change and uncertainty. Their role has evolved into a coach and career adviser, and they’re being challenged to balance their own work, their team’s work, and deadlines while finding new ways to build and inspire culture among a distributed team.“This has been an acute challenge faced by many women in the workforce who, along with navigating the manager balancing act, are balancing more responsibilities at home. Amid this shift, organizations need to create a culture of continuous learning, and they must implement technology that’s personalized to each employee’s needs. A single platform that supports managers in their evolved role will go a long way in the new world of work.”Tech transformationVanessa Smith, senior VP, industries and solution sales“A shift in power between employers and employees means technology is both a driver of productivity and business growth and a tool to support employees wherever and whenever they choose to work. But implementing technology for technology’s sake isn’t enough.“IDC estimates that more than $3 trillion have been invested in digital transformation initiatives globally over the past three years, but less than half of organizations implementing those projects have yet to achieve the expected outcomes.1 A relentless focus on adoption, and partnership across the organization, is what will make digital transformation work for businesses and their employees.”Meaningful workKelly Kent, chief transformation officer"In today’s increasingly competitive talent market, a maniacal focus on the top priorities impacting the business is vital. No one feels invigorated by working on low-value tasks. We need to reframe goal setting with this in mind.“Empowering employees to do more meaningful work and more clearly track their performance against business objectives can have a powerful impact on employee retention and satisfaction. We all want to feel connected and know that our daily work matters. And when we accomplish this alignment, we’re off to a great start enabling employees to also provide great customer experiences.”Find out more about the new world of work.1 IDC Worldwide Digital Transformation Spending Guide, V2 2021; The C-Suite Tech Agenda for 2021: Business Priorities, Hurdles, and Tech Investments, Doc #EUR147497321, March 2021.
Centralize your Security Response with LIKE.TG Security Operations and Microsoft Azure Sentinel (in public beta)
Security teams today are inundated with alerts and information from a growing number of siloed point solutions. Furthermore, manual processes and cross-team handoffs hinder the security team’s ability to efficiently respond to attacks.To help solve this challenge, LIKE.TG® has developed an integration to connect with different Microsoft security technologies like Azure Sentinel, Microsoft Defender Advanced Threat Protection, Azure Advanced Threat Protection, and more via Microsoft Graph. This enables customers to bring rich insights from Azure Sentinel and other Microsoft products into LIKE.TG Security Operations. Customers can manage and respond to security incidents centrally from within the Now Platform®.Streamlining security incident creationWith this integration using the Microsoft Graph Security API, security alerts will be ingested into LIKE.TG Security Operations to automatically create security incidents in LIKE.TG Security Incident Response.Alert Ingestion profiles ensure comprehensive mapping of details in the alert to Security Incident artifacts and trigger playbooks in LIKE.TG to orchestrate, triage, investigate and response actions.This automation of responses to alerts enables quality and consistency of security investigations and scales security incident teams.Applying the power of the Now Platform® Configuration Management Database (CMDB) to map threats, security incidents, and vulnerabilities to business services and IT infrastructure, to LIKE.TG Security Operations enables prioritization and risk scoring based on business impact, allowing security teams to focus on what is most critical to their business.Using built-in workflows, LIKE.TG routes incidents to the correct personnel or response tools to contain, mitigate or remediate threats. Post-incident reporting, customizable dashboards and metrics help teams gain insights into process workings and drives continuous improvement of the overall security profile.The Microsoft Graph Security API is an intermediary service (or broker) that provides a single programmatic interface to connect multiple security providers (Native to Microsoft as well as LIKE.TG Partners). Microsoft Azure Sentinel is a scalable, cloud-native, security information event management (SIEM) and security orchestration automated response (SOAR) solution. Discover other Microsoft security products included with this single integration with the Microsoft Graph Security API.Accelerating digital transformation for customersTogether, Microsoft and LIKE.TG will accelerate digital transformation for enterprise and government customers. We announced a strategic partnership in July which will move LIKE.TG workloads to Microsoft Azure for highly regulated industries. The strength of our relationship is felt by customers today with more than 20 integrations available between Microsoft and ServiceNow. Here is a sample of other recent integrations: Exchange online e-mail phishing integration with LIKE.TG Microsoft security & compliance center integration with LIKE.TG Azure Active Directory integration with ServiceNow. Fun fact: Azure AD authenticates more LIKE.TG customers than any other identity provider. Azure Logic App connector for LIKE.TG – Use it natively in Azure Sentinel to build playbooks that can automatically create a LIKE.TG incidents from Azure Sentinel alerts. For more information on these and other integrations, visit LIKE.TG’s Security Operations Community blog posts and LIKE.TG store. For more information on the integration, click here to join the discussion on LIKE.TG Security Operations and Microsoft Azure Sentinel.Looking StatementsUse of Forward‑This blog contains “forward‑looking statements” regarding our future plans and performance. Forward‑looking statements are subject to known and unknown risks and uncertainties and are based on potentially inaccurate assumptions that could cause actual results to differ materially from those expected or implied by the forward‑looking statements. If any such risks or uncertainties materialize or if any of the assumptions prove incorrect, our results could differ materially from the results expressed or implied by the forward‑looking statements we make. Factors that may cause actual results to differ materially from those in any forward‑looking statements include: (i) the timing of the general availability release of the beta integration, (ii) our ability to integrate with the Microsoft security technologies described herein and (iii) changes made to the beta integration prior to the general availability release. We undertake no obligation, and do not intend, to update these forward‑looking statements.
CEO Dashboard: A single-pane view into business performance
When a customer has a support question or needs help to solve an issue, they should encounter a smooth experience all the way through to resolution. But that’s not always the case. At LIKE.TG, when customer feedback revealed areas ripe for improvement, our employees listened and upgraded two important support workflows: case creation and auto-agent.“We try to provide customers with self-service content,” explains Vikas S., a product manager at ServiceNow. “At the same time, we want to ensure that if self-service content doesn’t give them the answers they need and they end up creating a case, the journey to create that case and what happens afterward is seamless and a great experience for them,” he says.[We’re hiring. Explore LIKE.TG careers.]Upgraded case creationPreviously, a customer had to create a case and wait to hear back from a LIKE.TG customer support agent. Now, when a customer opens a case, they go through the process of defining their problem using our issue record producer. Once the support team receives the case, they go to work.“We really wanted to be more dynamic about how we thought about automation,” explains Lott C., director of business process management at ServiceNow.When developing the built-in automation, the most impactful feedback Vikas and his team received came through a case creation dashboard, where customers commented on and ranked their needs. Customers consistently reported they needed a bigger screen to enter information.The refined user experience includes expanded screen size and flexible text boxes, a simplified flow with fewer screens, and more visibility for customers into how their case is prioritized. Simplifying support administrationWe also created auto-agent workflows to help automate administrative and follow-up tasks for technical support engineers (TSEs) and eliminate downtime on cases.“Our TSEs are skilled engineering resources whose time we value,” Lott says. “With up to 20 cases in their queue on any given day, removing the administrative overhead enables them to better manage their time and focus on the technical issues at hand.”Automation includes follow-up, closure, and acceptance of issues. “We’ve made this configurable, so we can continue to grow our workflows. This is just the beginning.”Since launching, the auto-agent workflow has saved our support team an enormous amount of time and reduced context switching. About 60% of open cases are not directly actionable by the TSE or would be largely administrative actions.This administrative work accounts for about 30 to 60 minutes of TSE time per day and includes tasks such as pursuing internal stakeholders for follow-up/review, providing status updates, and nudging customers to review and close cases. Focusing on actionable activities and automating a portion of that work have significantly boosted morale and productivity.Personalizing the experience“This is a completely custom solution, what we’ve built here,” Vikas says. “This is how we learn and listen to our customers and improve their experience through our support team, because we want them to be successful.”Building this product gave Vikas firsthand customer experience that led to career growth. “I was always in the mentality of ‘How can I make a LIKE.TG engineer’s life better?’” he notes. Through this experience, he found the perfect way to meet the needs of both the customer and LIKE.TG internal support.While Vikas manages the front end of case creation workflow, Kellie W., senior product manager of customer support workflows, manages the back end. “We meet in the middle and overlap a lot on how to solve case creations,” Kellie explains.Once a case is created, she builds automated workflows that cut down the manual effort and repetitive tasks a TSE must perform during the case lifecycle. “What we're trying to get is a more personalized experience for the user,” she says. Before customers know they have a problem, our product managers want to know. This allows Kellie and her team to be more proactive at making a user’s life easier.Kellie used to be a customer of LIKE.TG and attributes that experience to helping her anticipate customer needs. “My role every day is to make our customers’ day-to-day lives work better, and that makes our internal employees’ day-to-day work better. That is what this product is all about,” she says.A balanced approachKellie and Lott align weekly with Senior Software Engineer Vaibhav K. to exchange ideas, discuss customer feedback, and make plans. “The collaboration between engineering, business, and product teams has been exceptional,” Vaibhav says.Having been with LIKE.TG for four years, Vaibhav has played a large role in developing auto-agent workflows. He believes the best is yet to come. “In the future, we’re trying to be even more proactive,” he says. “It gives us an opportunity to extend ourselves, go above and beyond, and think about how we can improve the customer experience.”“There were a significant number of moving parts in the development of case workflow,” Lott adds. Although Lott and his team encountered issues, they were able to resolve them quickly. Directly collaborating with development teams resulted in delivering this product and solving issues.“I'm glad that it's serving the purpose it was intended for and making an impact,” Lott says. “At the end of the day, it allows us to be more efficient and do our best work. If we’re helping others do that, it’s phenomenal.”Join a team where you can live your best life, do your best work, and help us fulfill our purpose together. Browse job opportunities at ServiceNow.
Certified Translation in the USA: Most Common Documents
Do you know the importance of certified translations in the USA? To address this topic professionally, we will share information about the most common documents requiring a certified translation in the US and some tips to ensure a high-quality translation.In an increasingly globalized world, certified translations become especially relevant to ensure the legal validity of documents in different countries.In particular, certified translations in the USA are crucial due to the high volume of international procedures carried out in the North American country.Common documents requiring certified translation in the USAMarriage certificates These documents are essential to ensure that a marriage is legally valid in different countries.Birth certificates These certificates verify the authenticity of the birth and its details, such as the date, time, name of the newborn, and their parents.Criminal background certificates These are necessary for various procedures, such as applying for residence, visas, employment, or studying abroad.Academic records These are indispensable for students pursuing studies in other countries and who need to validate their qualifications in their home country or a third country.Medical reports Due to the pandemic, documents like PCR tests, vaccination certificates, or medical reports must be legally translated to have legal validity in other countries.Wills A person’s last wishes and how they want to distribute their estate are documents that require certified translation, not only in the US but worldwide.Tips to ensure a quality sworn translation in the USAChoose a certified sworn translator: Make sure to hire a sworn translator officially recognized by the authorities, as this guarantees the legal validity of the translation.Verify the translator’s experience and specialization: It is essential that the translator has experience and specific knowledge in the area of your documents, to ensure accuracy and the correct use of legal terminology.Communicate clearly with the translator: Provide the translator with all the necessary information and make sure to clarify any doubts or concerns to ensure a translation that meets your needs.Review the translation before submitting it: Make sure to review the certified translation carefully to detect any possible errors and, if necessary, request corrections from the translator.Use LIKE.TG Apps: As an alternative, you can consider using LIKE.TG applications, which feature a team of professional sworn translators and offer a high-quality and efficient service.Advantages of a professional sworn translation in the USALegal validity: A certified translation carried out by an official translator guarantees the legal validity of your documents in the US and other countries.Time and effort savings: By hiring a professional, you will avoid potential errors and legal issues that could delay your procedures and cause complications.Accuracy and quality: Official translators have the training and experience necessary to ensure an accurate and high-quality translation, respecting the terminology and format of the original documents.Confidentiality: A professional certified translator guarantees the confidentiality of your documents, maintaining privacy and protecting your sensitive information.Support in the process: A certified translator not only handles the translation itself but can also guide you through the legalization process and any additional requirements that may be necessary for your documents.ConclusionsIn conclusion, Certified Translations in the USA are crucial in a globalized world, where international mobility and legal procedures between countries are becoming increasingly common.Throughout this article, we have discussed the importance of key documents that require certified translation and provided essential tips to facilitate the process.By working with a professional certified translator, you will ensure accurate, high-quality translations with the necessary confidentiality.At LIKE.TG, we are committed to helping you with any type of translation you need, even the most challenging, as we have professional certified translators on our team.Do not underestimate the importance of investing in a quality certified translation, as this will guarantee the legal validity of your documents in the United States and other countries.REMEMBER !!!You can download our available apps for translating and learning languages correctly available for free on googleplay and applestores.Do not hesitate to visit our LIKE.TG website and contact us with any questions or problems you may have, and of course, take a look at any of our blog articles
Challenges in the Modern Workplace
The ways in which the workplace has evolved over the years are vast. The age of information and technology has given rise to paradigm shifts within the workplace itself, transforming the traditional 9-to-5 grind into a more flexible, diverse, agile, and collaborative environment suitable for each individual. Though flexible and remote work arrangements were already in place long before the COVID-19 pandemic, they further changed the workplace as we know it. Organizations worldwide had to reconfigure their overall approaches to prioritize the safety and well-being of their employees. For most, this meant going virtual. Two years later, as economies begin to re-open, companies continue to acclimatize to the permanent structural and cultural changes brought about by the pandemic. Some of these changes were welcome transitions and addressed certain problems already faced by individuals in the workplace. For instance, remote work eliminates the difficulties of long commutes and the individuals’ stress from physically working in a hostile environment. Meanwhile, flexible or hybrid arrangements enable more work-life balance and time with one’s family. However, with the realities of working in the modern age, it is inevitable for individuals to encounter new and existing challenges in the workplace. Here are some of the modern workplace’s most common challenges, along with how both organizations and individuals can overcome them. 1. Increased complexity Increased dependence on technology results in increased complexity in running the business. Companies must use varied software for management, communication, and other functions. While this means that there are more ways to ensure that each part of the organization is performing, it also makes it a more complicated task. This challenge also applies to roles. With more and more organizations following a less traditional hierarchy or structure, individual roles are becoming increasingly complex. This is especially true as companies seek to keep individual functions diverse, sometimes resulting in employees becoming overburdened with responsibilities. It is easy for managers and employees to become overwhelmed with so much to work with. When it comes to technology, it is best to keep things simple. LIKE.TG integrates essential software into a single, powerful system, enabling multitasking functionality while maintaining centralized operations. While innovation is always encouraged, recognizing that experimenting with too many things at a time can end up doing more harm than good. Meanwhile, roles are best kept diverse to nudge individuals toward their best performance. Defining each role’s core responsibilities is crucial to avoid overlapping tasks. In any case, an open line of communication can help reduce and resolve conflict in the workplace. 2. Roadblocks to smooth collaboration As workplaces become more diverse and unconventional, there is an emphasis on communication and effective collaboration. Hybrid and remote arrangements bring about the challenges of varying time zones, technological setbacks, and productivity tracking. However, the other usual challenges are still there in creating an inclusive environment for employees; like cultural differences, lack of morale in the team, and other strains on employee-management relationships. More grave disputes that management should be cautious of include discrimination, harassment, and any form of bullying. Managers should strive to promote equality and fairness in their dealings, whether it be performance assessments, opportunities for advancement, or recruitment—and this includes directly addressing negative attitudes or behaviors. To help individuals in managing stress in the workplace, leaders must make each employee heard. Regularly encourage and welcome a healthy cycle of feedback; employees should feel free not only to air their grievances but also to question what works for the team. This will help keep your employees more engaged and involved and thus result in a more productive, smoothly collaborative workforce. 3. Security With technology evolving at a pace not always easy for organizations to keep up with, it can pose a problem in terms of security. Data protection should be a crucial focus of any modern workplace as security breaches and data loss could significantly put the company at risk. Commonly, a virtual private network (VPN) for businesses would be recommended to protect such data. But protection from those types of threats needs an experienced VPN vendor such as GoodAccess to not only secure your company’s shared cloud data but also seamlessly manage large remote teams wherever they are while encrypting network traffic, thereby reducing risks and costs. People in management roles might not always find it easy to oversee their colleagues and their tasks through various apps and software. Therefore, organizations need to invest in good IT infrastructure, including a reliable backup solution like AWS backup. The management should also keenly collaborate with their IT departments to determine and maintain the technology that brings the organization—and the individual—the most value. Employees must also feel safe enough using their devices meant for work. If it is within the company's budget, it would be best to provide each employee with their own devices so they can easily separate work and personal lives. The organization should also supply other IT-related basics, including a subsidy for fast-performing internet providers, VPNs, and access to necessary software. Data backup is also an essential practice to minimize risk. 4. Shortage of resources An inevitable challenge for any workforce is delivering despite a shortage of resources. Whether this means the organization is low on budget for a particular project or low on talent, it is always more difficult to attain the desired outcomes with these constraints. Unfortunately, it is very much a reality that organizations have to deal with by working with what they’ve got. For projects or tasks, managers need to carefully assess the situation, monitor their existing resources, and map them against the expected productivity. Stretching the available resources doesn’t necessarily mean doing so until you reach a breaking point—instead, it has to do with making decisions on higher priority tasks, close monitoring, and managing expectations. 5. Uncertainty The fear of uncertainty affects all organizations, big and small. In light of recent events, uncertainty has been at an all-time high at organizational and individual levels. The anxiety surrounding what the future holds is perfectly understandable. Businesses might be stable at the moment, but what happens when things turn shaky again? How can each employee be assured of security in their jobs? While there is no way to be assured of what will happen in the future, organizations can take practical steps to ease doubts and manage expectations. Transparency is key—let employees know what’s going on with the business, how it’s performing, and what your goals are. Consult employees for ways the whole team can improve. Highlight everyone’s value while outlining growth opportunities. Most importantly, be human and kind—assure them that periods of uncertainty can be endured together. Try implementing software that will improve your communication and teamwork, ensuring a strong company culture. Further evolving toward the future The modern workplace looks much different from what it was decades ago—and it might even look drastically different a couple of years from now. While the workplace of the future still looks unclear, we can be sure that things are evolving for the better. Challenges like security, increased complexity, a shortage of resources, unsuccessful collaboration, and uncertainty notwithstanding, how the modern workplace will continue to evolve into a more diverse, more open, and better workplace is a promising pursuit for all organizations. Try Workmates Interactive Demo Click trough it yourself withinteractive demo. Try It Now Author Bio: This article is written by our marketing team at LIKE.TG. LIKE.TG is a leading provider of HR solutions, including recruiting, onboarding, employee engagement, and intranet software. Our aim is to help your company improve employee engagement, employee productivity, and to save you valuable time!
Challenges startups face delivering good customer service
It is gratifying to see your startup grow. But a thriving business can pull your attention in many different directions—and sometimes, that means customer service gets overlooked. Many business owners focus their attention on products and marketing plans, hoping to achieve success by attracting new customers. Less often do they consider how to retain customers once acquired.It has been established that it is more economical to retain existing customers than to acquire new ones. Statistics indicate that existing customers are more likely to try your new products and spend more money. Despite this, statistics also show that companies are more likely to invest in customer acquisition than retention.Here's why this might be the case:New customers look good on paperMany metrics tracked by companies are merely "vanity metrics." They create an illusion that marketing efforts are paying off so businesses can demonstrate their success to stakeholders. For example, a business may track the total number of customers acquired, when they should be tracking the cost of each acquisition. They may track monthly revenue per customer, when they should be looking at customer lifetime value. Too many companies sacrifice actionable metrics in favor of numbers that boost their self-image.New customers provide early gratificationNew companies often seek quick victories to stay relevant in the market, and they know acquiring customers boosts short term revenue. Unfortunately, sometimes it's too late before they realize the importance of customer lifetime value, which is relative to customer retention. For these companies, closing two new deals feels like an achievement—even if five customers drop.Over time, companies with this mindset will find it increasingly difficult to stay in business. Customer lifetime value plays a major role in long-term success, which means providing a high-quality customer experience is crucial.Now let this sink in, 86% of customers are willing to pay more for a better customer experience. That shows how hard good customer service is to come by these days. Though an acquisition-driven growth strategy is not necessarily a bad thing, it's important to ensure that you're providing a top-notch experience to customers once they're acquired. This is how customers become your brand evangelists.It's important that you keep up with increasing customer requests as your business grows. Remember, it only takes one bad experience for a customer to turn to one of your rivals. But providing quality customer support can be challenging for small businesses, especially since the responsibility of handling customer requests usually falls on a small team, or even a single person. Even when the company has the means to hire more support agents, these teams often lack the right tools to succeed. There's only so much email can contribute to a good customer experience.Customer service cannot be provided exclusively by email.As a customer support tool, email can be slow, cluttered, and typically lacking in advanced features. Your customers are emotional beings, so to provide an excellent customer experience, you at least need to be able to understand their feelings. That's not something you can accomplish with email.Here are some telltale signs your business has outgrown email inbox as a tool for customer support:Your inbox is full of customer emails, and the backlog of requests is causing delayed response times.You struggle to identify urgent customer requests.You sometimes overlook requests that haven't been answered, or respond to those that have already been answered.You often lose track of email threads and find it difficult to follow case history.Your email inbox can't manage requests from other channels, such as social platforms or your business website.You find it difficult to derive insights or track important metrics from customer interactions.So what's the solution?Today, successful businesses are transitioning their support services from email to customer service software. Sophisticated customer service software is purpose-built, feature-rich, and geared at simplifying the support process for both agents and customers. With the right software, you can create tickets from requests received through any channel. A ticket is a complete record of a customer request that documents every interaction between the customer and agent. There are many customer service software options available, which should make it easy to find one that suits your company's needs.Sounds like a deal? Unfortunately, that's not always the case for small businesses.Why are most customer service solutions in the market today not ideal for small businesses?Many software solutions come with high price tags, and an abundance of advanced features that simply aren't useful to small businesses. The ones that open up their starting plans for small businesses, lure customers with seemingly low price but hide the most essential functionalities in higher plans. A growing business needs access to basic features, with the option to upgrade plans as its customer base expands. But the popularity of "bait and switch" subscription plans often makes this impossible. These plans require businesses to purchase additional functionalities as expensive add-ons, on top of already loft subscription prices.For a young business that has settled on an option after intense research, onboarding should not feel like a business challenge, but a solution. For vendors, emphasis should be on empathizing with every business size rather than chasing only the "big wins".Can LIKE.TG help? Absolutely! If email is your comfort zone, that's okay. Transitioning to ticketing software should not be stressful or painfully expensive. The Express edition of LIKE.TG Desk is easy to implement, simple to use, and affordable. That's why it's an ideal customer support platform for small businesses!Learn more about why LIKE.TG is the best help desk software for small businesses.
Changing how work gets done with Employee Journey Management
COVID-19 accelerated many of the changes that were happening at work pre-pandemic, setting off a spike in innovation as companies developed new workflows to address these changes.According to LIKE.TG’s 2021 Employee Experience Imperative Study that surveyed 3,000 employees at large enterprise companies in North America and Europe, 62% of employees believe COVID-19 will have a significant impact on their work experience for years to come. In addition, 65% hope to have a hybrid approach to digital and in-person interactions when it’s safe to return to the office.In an increasingly distributed workplace, companies must better connect processes, reduce bottlenecks, and simplify and streamline the way work gets done across the enterprise.Introducing Employee Journey ManagementToday, we’re thrilled to introduce Employee Journey Management, a new package of enterprise-wide capabilities focused on improving the employee experience as they navigate the moments that matter most in their work lives, including returning to work, setting up remote workspaces, transferring departments, and being promoted.Employees are on their own unique career journeys with their organizations, and each path is fluid and dynamic. Employees should be supported with resources that are personalized to their needs and tools that connect all the departments they’ll interact with—from HR and IT to legal, procurement, and workplace services.With Employee Journey Management, HR teams can craft a complete workflow that spans the enterprise, connecting disparate processes and siloed systems, with no coding required. Managers can personalize these workflows with no-code tools to fit the unique needs of departments, teams, and even individuals.As a result, employees have access to all the resources they need in one place, so they don’t have to click through multiple systems to complete tasks such as adjusting benefits, participating in trainings, and getting help.Employee Journey Management capabilitiesThe capabilities in Employee Journey Management include: Journey Accelerator: An app that helps managers create customized role-based plans for employees. Managers can use Journey Accelerator to organize activities and tasks personalized to an employee’s specific role to help them be successful and productive through any stage of their career journey—such as a promotion or a transfer to a new team. Listening Posts: Capture employee feedback and enhance the employee experiences in the moment with pulse surveys across any service request or any stage in an employee’s journey. This real-time feedback enables organizations to make key modifications to further improve processes. Learning Posts: A successful employee journey should be supported with learning opportunities, and organizations need to be able to deliver these experiences to employees directly in the flow of their work. Learning Posts help employees upskill with relevant, contextual learning based on their interests and needs so they get the help when they need it. Lifecycle Events: While many requests an employee makes throughout their journey may be simple, others—such as remote onboarding, returning to the workplace post-COVID, and offboarding and reboarding furloughed employees—are more complex and require multiple actions across departments. Lifecycle Events, first launched in 2017, are workflows managed at the corporate level that enable organizations to automate complex processes across the company. This helps create great employee experiences during the moments that matter most. Experience Packs: Employee Experience Packs give HR a blueprint to deliver simplified journeys with prepackaged configurations, content, and workflows. They include sample knowledge articles and virtual agent conversations that employees can use for self-help and sample HR cases and tasks. Employee Experience Packs help teams leverage best practices from our customer design partners, accelerate time to value, and enable fast adoption of new, innovative employee experiences. Learning Posts are expected to be available in the LIKE.TG Store on May 20, 2021. All other capabilities are available today. Improving the employee experienceBristol Myers Squibb, a global biopharmaceutical company, has been collaborating with LIKE.TG for more than seven years. Together, the companies have built a digital onboarding tool powered by LIKE.TG® Lifecycle Events, and an employee service portal. These new tools give employees access to the resources they need to be successful even before their first day on the job and create a truly unified experience across the enterprise.The onboarding tool streamlines tasks and guidance across departments onto a single platform and creates an accelerated path to success with curated content and early access to information, while providing managers with tools to easily assign tasks, conduct trainings, and mentor employees. These resources were critical before the pandemic and proved even more essential amid COVID-19 as employees needed digital tools at their fingertips to overcome the challenges of remote work.“When we began working with LIKE.TG, we knew we needed to create tools that instilled a sense of belonging, fostered engagement, and accelerated new hire integration even before day one,” said Lori Moser, head of experience and engagement at Bristol Myers Squibb.“Our collaboration with LIKE.TG has allowed us to build innovative, unified experiences for employees working from anywhere, enabling us to drive the employee experience forward.”Leaders are leveraging lessons learned during COVID-19 and applying digital workflows to create even greater employee experiences for the new era of work.Learn more about simplifying and streamlining the employee experience at Knowledge 2021.LIKE.TG, the LIKE.TG logo, Now, and other LIKE.TG marks are trademarks and/or registered trademarks of LIKE.TG, Inc. in the United States and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
ChargerHelp! Women-led startup creating jobs and opportunities
We are witnessing a renewed commitment by the U.S. federal government to deal with climate change head on and California recently passed a law that all new car sales must be zero-emission vehicles by 2035. ChargerHelp! co-founders Kameale Terry and Evette Ellis are poised and ready.Presenting a solution to a massive need in an exponentially growing industry, ChargerHelp! was named the winner of LIKE.TG’s 2020 Digital Workforce Challenge with the mission of providing workforce training and certification to repair and maintain electrical charging stations through an on-demand app. Since taking home the $100,000 grand prize in June 2020, ChargerHelp! doubled its contract sales goals and was approved for an “O-NET code” by the U.S. Department of Labor, granting ChargerHelp! the ability to create more job opportunities and, therefore, better pay equity.In addition to the grand prize, ChargerHelp! was also awarded a team of dedicated LIKE.TG employees to work behind-the-scenes to integrate the Now Platform and create a custom app for ChargerHelp! which has been the key reason for their growth. ChargerHelp! provides dispatching, troubleshooting, and sending data. With the Now Platform, the app uses geo location to find the nearest technician, dispatch, and send a notification when a technician is in route. When the technician is servicing a charging station, they can take video to document the issues and record any parts needed. This kind of visibility and communication is a first for this new industry. Once the service call is complete, data is sent to the customer immediately which, until now, wrap-up reports were known to take up to three weeks.Kim Stoffel, LIKE.TG volunteer team lead, says ChargerHelp! used everything out of the box for field services, with some report customization. Kim and team followed standard project methodology for implementation and execution which includes workshops, gathering requirements, writing and configuring stories, user testing and go-live processes. The main functionality ChargerHelp! needed was an automated way to manage field services to deploy service technicians to electric charging stations.Kim says working closely with Kameale to define requirements, “felt really good, it was very motivating. We just wanted them to succeed. We would do anything to make sure they were successful.” Kim’s team rallied together and people outside the team even stepped up to learn new skills so they could deliver an exceptional experience. LIKE.TG provides paid time off for volunteering, matches donations, and regularly shares opportunities for employees to get involved in work they are passionate about in their local community physically and around the world virtually to create global impact. Kameale recounts, “When I first set out to launch ChargerHelp! I did not truly understand the possibility of how impactful and successful we could be. I just knew I had to take a bet on myself." She saw the need, tapped into her passion for the environment and creating jobs, and followed her heart. Born and raised in south central Los Angeles, Kameale’s mom has had cancer most of her life. “The environment is literally killing people in my community and communities similar to mine. It only makes sense that we give folks the opportunity to not only be a part of the solution but also expose them to this industry to inspire them to create a solution of their own. LIKE.TG's impact on ChargerHelp! is only the tip of their overall impact."By the end of 2020, ChargerHelp! had three full-time techs. In 2021, their goal is to reach 10,000 service contracts, hire 33 full-time techs, and expand into six new regions. “I am so grateful for ServiceNow. I can't say that enough,” said Kameale. “There literally is no way we could be where we're at today without their support.”See the winning pitches and learn more about the MIT Solve Digital Workforce Challenge
ChatGPT for Customer Service: Benefits, Prompts & Limitations
Customer service teams are increasingly focused on leveraging modern technology to enhance customer experiences.With the explosion of AI technologies, the expectations of what customer service departments should deliver are also escalating.The use of generative AI tools has surged recently, with ChatGPT being one of the most widely used.This article will delve into seven different ways to utilize ChatGPT in customer service and will also highlight the ways that it enhances customer service operations to ensure satisfied, returning customers.In this blog we’ll look at Chart GPT and its relevance in customer service. What is ChatGPT?ChatGPT is an advanced machine learning model developed by OpenAI. Its main function is to comprehend and produce text that mirrors human language, depending on the input it is given.This makes it incredibly useful in a variety of fields, including customer service.This generative AI can be a massive aid to customer service teams in their daily operations. It offers a more engaging and tailored customer experience compared to traditional systems by providing immediate responses to customer inquiries.In addition, ChatGPT gives customer service teams easy access to comprehensive solutions, enabling them to swiftly find necessary information.How can you use ChatGPT for customer service?ChatGPT employs machine learning to produce text that resembles human writing and can significantly improve customer service in several ways:Quickly respond to customer complaints and feedbackChatGPT can be programmed to identify and react to typical customer grievances, including problems with product quality, shipping delays, or billing mistakes.Upon receiving a customer complaint, it can examine the content carefully, sort the ticket (message), and generate a response that both comforts the customer and suggests possible remedies to their issues.The quick responses generated by ChatGPT aren’t limited to your help desk tickets. Service agents can also utilize it to swiftly address customer feedback across various channels, such as:EmailSocial mediaProduct review sitesFor instance, an agent can request this generative AI to construct a professionally toned, empathetic email to a dissatisfied customer.This generative AI also allows users to specify the length of responses, facilitating the creation of concise replies for channels where messages may have strict character limits, like social media.Summarize customer queriesCustomer service excellence requires agents to comprehend customer issues and grievances fully.It’s essential for agents to thoroughly read customer complaints and previous interactions to avoid redundancy.While this practice enhances customer service, it can be very time-consuming.Agents can identify customer issues more efficiently by utilizing ChatGPT to summarize queries and past interactions.For instance, an agent could input a customer’s complaint email into this generative AI and ask it to summarize the key points.Categorize and prioritize conversationsA significant challenge for support teams is categorizing and prioritizing conversations to determine what should be done with them.Which ones are the most urgent? Which ones have resolved an issue but require a follow-up? It’s difficult for agents to gather all essential information from a discussion.This is especially true when a conversation spans dozens of replies. Even with carefully recorded notes and summaries, agents have to spend a considerable amount of time determining what has been covered and what remains to be covered, which is no small task when they’re flooded with tickets.Integrating ChatGPT with your existing customer service systems can remedy this by automatically sorting customer conversations for agents. This ensures that no important issues are overlooked.Quality monitoringThe pivotal role of customer service in determining a business’s success is no secret. According to a study by Salesforce, 96% of customers claim that excellent customer service fosters trust.ChatGPT can be used for quality monitoring in customer service by analyzing past conversations between customers and service representatives.The AI model can be trained to recognize good and bad examples of customer service based on factors such as:PolitenessResponsivenessClarity of communicationProper resolution of issuesThis generative AI can also be used to provide real-time feedback to customer service representatives during active chats.Furthermore, it can be used to generate reports on the performance of customer service representatives, identifying areas of strength and areas that need improvement.Multilingual support and translationChatGPT isn’t restricted to only understanding English. Its multilingual support leverages the system’s large language model capabilities to serve customers who communicate in other languages.Delivering exceptional customer support should not be hindered by language barriers.By integrating this generative AI into your customer support system, the multilingual support it provides adds value for your customers, leading to a more inclusive and accessible experience for a diverse customer base.Sentiment analysisSentiment analysis, also known as opinion mining, employs natural language processing and text mining to interpret the emotional undertones of written material.Its primary function in customer service is to spot dissatisfied or unhappy customers so that agents can address their issues before they worsen.ChatGPT can comprehend the sentiment in a customer’s inquiry to help agents write responses that fit the customers’ feelings.Benefits of ChatGPT customer supportUsing AI for customer support provides a multitude of benefits that not only make operations more efficient but also improve the overall customer experience. Here are the key benefits:AutomationChatGPT can take over routine tasks like:Responding to commonly asked questions.Providing solutions for typical problems.Dealing with straightforward customer inquiries.This allows customer service representatives to concentrate on tasks that demand human intelligence, insight, and creativity.Applying ChatGPT enhances the productivity of customer service and the improves the client experience, as well as minimizes the risk of errors.Quick responsesA study by Forrester revealed that 66% of consumers believe that the best way companies can offer an exceptional customer service experience is by valuing their time.With ChatGPT assisting your support system, customers no longer have to endure long waits to receive responses. The AI can provide immediate responses that are just as accurate as those provided by human agents but delivered in a fraction of the time.Lower the company’s expensesTraining human customer service representatives is time-consuming and expensive. With ChatGPT, you only need to train the model once and it can then be scaled to handle any volume of customer inquiries.Furthermore, as your business expands, ChatGPT can effortlessly scale up to manage a larger number of customer queries without requiring extra investment in personnel and infrastructure.Consistency in addressing similar customer inquiriesA distinctive voice aids in crafting your brand’s identity and establishing credibility and trust among your customers.The flexibility of ChatGPT means that you can train it to provide consistent responses to customer inquiries, ensuring that every customer gets the same level of service.With the proper setup, there is little to no risk of a customer getting conflicting or inaccurate information when a question is correctly formulated.This generative AI is exceptional at ensuring consistency and precision in its responses. Therefore, businesses leveraging this generative AI in customer support offer uniform answers to customer questions, regardless of the support channel utilized.Limitations of ChatGPT for customer serviceBefore you become overly enthusiastic about ChatGPT, it’s crucial to take into account some significant constraints.Lack of personal touchUltimately, ChatGPT is an AI. While it mimics human conversation, it still lacks emotional touch.ChatGPT is often criticized for delivering impersonal, mechanized replies that do not adequately meet customers’ requirements or worries.Clients value the personal connection that human interaction brings, which is missing with ChatGPT customer service.Inability to carry out multiple tasks at onceChatbots like ChatGPT are designed to handle one conversation at a time. This means they cannot multitask by addressing multiple issues or speaking to multiple customers simultaneously.If multiple queries are sent to it at once, the chatbot may not be able to handle all of them accurately or may only respond to one at a time.Lack of creativityWhile ChatGPT can generate responses based on its training, it may lack the creativity and spontaneity of a human agent.It’s limited to what it’s been trained on and may not be able to think outside the box to solve a novel or complex customer issue.In situations where a creative or unique solution is needed, ChatGPT may fall short.Limited to textAs ChatGPT is primarily a text-based model, it cannot handle queries or complaints that require visual or auditory understanding.ChatGPT prompts for customer serviceChatGPT can be an effective tool for customer service, providing real-time assistance to customers through chat interfaces. It can also be a great tool for training customer support agents.ChatGPT has an advanced AI language model that excels at grasping both sentiment and context, enabling it to generate precise and relevant replies when given specific inputs.These inputs are referred to as ChatGPT prompts. Each prompt is made up of key terms and phrases designed to initiate a response.These prompts initiate interaction between the generative AI and users, with more detailed and contextual prompts yielding improved responses.When you present ChatGPT with a query or command, it generates a response as if engaging in a dialogue.Consequently, ChatGPT can serve as an invaluable resource for training customer service representatives, showing them how to interact with tact and professionalism.Following are eight example ChatGPT prompts for customer service agents to learn from during training.1. Prompts for general customer serviceThese are scripted lines or inquiries designed to kick-start an interaction with a customer in need of help or support.They represent an initial touchpoint where customer service agents connect with clients and tackle their questions.Such prompts often contain a warm welcome and a prompt for the customer to describe their reason for reaching out.Prompt:A customer is having trouble logging in to their account. Write a clear and concise script for me to explain potential reasons and walk them through troubleshooting steps.ChatGPT’s response:2. Prompts to show empathy to customersThis provides representatives with a selection of empathetic expressions and sentences, enabling them to find various methods to express the same feeling.These prompts can assist customer service agents in establishing a connection with customers and demonstrating concern for their issues.Prompt:Please provide 5 empathetic phrases that customer service representatives can use to connect with customers.ChatGPT’s response:3. Prompt to handle product or service inquiriesPrompts like these are crafted to aid service agents in addressing inquiries regarding products or services.Prompt:A customer contacts us inquiring about what a service-level agreements (SLAs) is. They are interested in knowing how our SLA can benefit their business. As a customer service agent, offer the customer appropriate and satisfactory details.ChatGPT’s response:4. Prompt to create knowledge base articlesThese prompts aim to generate knowledge base articles that can serve as training materials.They help minimize the effort required to develop a self-service help center for customer support.Prompt:Please write a knowledge base article on “How to apologize to an angry customer as a customer service agent.”ChatGPT’s response:5. Prompts to resolve customer complaints and issuesThese prompts are crafted to assist service agents in addressing and settling customer grievances.This may require probing into the problem, proposing a remedy, and touching base with the customer afterward to confirm that their concern has been satisfactorily resolved.Prompt:A client is experiencing an issue with a specific feature of our product. Guide me to ask relevant questions to diagnose the problem and offer targeted solutions.ChatGPT’s response:6. Prompts to address shipping and delivery questionsThese kinds of provided prompts aim to assist customer service agents in addressing issues related to shipping and delivery.Prompt:A client received their order, yet discovered an item was not included. Upon noticing the discrepancy, the client reached out for clarification. As a customer service agent, help resolve the client’s concern.ChatGPT’s response:7. Prompts to assist in billing and payment concernsThese prompts aim to offer guidance and support to customers experiencing difficulties with billing.Topics addressed may include details regarding account information, understanding billing statements, and exploring various payment options.Prompt:A customer wants to check on the status of their order but doesn’t have their order number and payment details. Prompt me to gather necessary information to identify their order and provide an update.ChatGPT’s response:8. Prompts to manage cancellations and refundsThese prompts aim to assist customer service agents in handling cancellations and refunds.They might address issues like cancellation procedures, refund requests, and the execution of refund transactions.Prompt:A customer is interested in returning a product. As a member of the customer service team, inquire about the reason for the return and recommend an alternative product. Should they decline the suggestion, assist them with the return process.ChatGPT’s response:Future of ChatGPT/AI in customer serviceTechnological advancements are constantly transforming the business landscape, particularly in customer service.Customer service used to mean call centers and long waiting times.Now, technologies such as ChatGPT and other generative AI have made customer service more efficient and effective, enabling businesses to offer 24/7 support, quicker response times, and personalized assistance while reducing the burden on support staff.The outlook for ChatGPT and AI in customer service is promising. Potential future developments include:Seamless integration with additional technologies: It is very likely that ChatGPT and other generative AI tools will merge with other technologies like virtual reality and augmented reality, leading to more engaging customer experiences.Advanced problem solving: As AI technology advances, ChatGPT will gain the ability to manage more complex problems, reducing the need for human intervention.Enhanced accuracy: As ChatGPT and AI continue to be refined, responses to customer inquiries will be more precise and dependable.Heightened personalization: Through more extensive customer data analysis, ChatGPT and other AI systems will offer even more tailored recommendations and solutions.Ultimately, ChatGPT and AI are already revolutionizing business-customer interactions, and they’re going to become even better.However, there will be challenges along the way. The technology will need to overcome hurdles related to understanding the complexities of human language and emotions, and learn how to maintain the human element in customer service.Concerns regarding privacy and security will also need to be addressed as AI technology becomes more dominant in customer service.ConclusionChatGPT is transforming the role of AI in customer service, showcasing unprecedented capabilities that were previously only conceptual.Experience the best ChatGPT integration for customer service with LIKE.TG help desk software.Register for a free trial today to see how LIKE.TG can boost your support team’s efficiency. If you have any queries, don’t hesitate to reach out to the LIKE.TG support team.If you’re interested in seeing how LIKE.TG can be tailored to meet your business needs, we’re more than happy to schedule a live demo for you.Related blogs10 Most Popular Essential Customer Service SkillsAutomated Customer Service: The Complete DetailsGuidelines for Customer Service for Any Business
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