RESOURCE CENTER

435 customer service professionals were surveyed, 74% of whom have direct contact with customers. The study was conducted by Smart Tribune, Thierry Spencer, and Christophe Benavent (Paris Dauphine-PSL University).

Ten customer experience directors (SFR, Renault Group, Cofidis, Verisure, AÉSIO Mutuelle, and others) answered the same eleven questions. Their trade-offs, their metrics, and what they refused to entrust to AI.

Carrefour receives 700,000 customer inquiries per year on social media in France. That number is likely to reach 850,000 to 900,000 by 2026.

How HelloAsso handled its rapid growth and better managed thousands of contacts

88% of organizations use AI. Only 6% see a significant impact on their operating results.

In reality, choosing an AI model accounts for less than 10% of the complexity of a production project. The real challenge lies elsewhere: in architecture, governance, and security.

What is Shadow AI? Why does it pose serious risks to your business, and what recommendations should you follow?

No matter which model you use, as long as you have the expertise: GPT-5 isn’t a magic solution for all your enterprise AI projects—and that’s good news.

As the number of calls Aliapur receives every day has become substantial, it was urgent to find a solution to handle this telephone workload, so that the support department could concentrate on more complex issues.

80% of companies will use chatbots for customer interactions in 2020

One of the challenges for Total Direct Energie's Customer Relations department is to integrate technological developments into their ecosystem, making them an opportunity for efficiency and comfort for both customers and Customer Relations staff.

50% of companies are not available to respond to customer requests 24/7 (ServiceNow study).

The dynamic FAQ allows us to better understand the difficulties encountered by our users on our website." (Caroline Cagninacci - Digital Marketing Manager at Corsica Linea)

KPIs and objectives to be achieved Prioritization and planning Customer satisfaction survey Addressing your customers

In this guide, we detail all the issues and best practices involved in setting up a chatbot device and effectively measuring its performance.

62% of consumers say they are annoyed by long waiting times!

65% of consumers are more likely to buy from a brand if they have a good experience (iAdvize study).

In October 2018, Vattenfall one of Europe's leading alternative electricity suppliers launches its consumer offer in France.

It was important for the company to integrate self-care into its e-commerce site, to empower its customers in their search for answers to their problems and reassure them in their purchasing decisions.

In this guide, you'll learn more about the omnichannel challenge facing companies and their customers in 15 key figures.

Increasingly autonomous, demanding and impatient, customers want to find the answers to their questions themselves, immediately.

"The dynamic FAQ served us extremely well during the 2nd containment, and we regret not having had it during the 1st (...). It's a bit like in a book, where the dynamic FAQ would represent the summary of our customer journey well meshed with our other website pages." (Maxence Gérard - Director of Omnichannel Europe Africa at Club Med)

In this guide, you'll discover: a quantified overview of the dynamic FAQ and chatbot market the business objectives addressed by these two self-care channels how dynamic FAQs and chatbots complement each other the do's and don'ts of dynamic FAQs and chatbots a methodology for implementing these solutions a selfcare diagnostic tool to measure the relevance of these projects for your business

Discover how Banque Populaire Nord enables its customers to: Empower its customers in their actions that do not require advice; Give its customers access to information 24 hours a day, so that they can easily find answers to their questions; Make our advisors more available to customers who need personalized advice.

Smart Tribune has compiled a 15-point chatbot project checklist to ensure that no essential step is overlooked in the launch of a successful chatbot device

Find out how Roole gets more qualified calls thanks to clear, relevant answers from the help desk.

Faced with the rapid evolution of retail and e-commerce, it's crucial for companies to respond to increasingly demanding buyers, looking for fluidity, personalization and omnichannel consistency.

The knowledge base has become an essential product for improving the productivity of customer service advisors.

This white paper details the steps you need to take to deploy a secure, high-performance AI chatbot that transforms your customer relationships by freeing up your advisors.

Creating a specification is crucial to effectively planning and executing your AI chatbot project. Define and understand all the stages of an AI chatbot project Convincing management to launch an AI chatbot Initiate discussions and gather resources This template will give you the keys to getting your project off to a good start and not missing a single aspect.

Discover our analysis of the latest trends in customer relations in 2024 and seize the opportunities to capitalize on for your customer service.

Decipher the impact of generative AI on customer service to transform your practices and outperform your competitors Access crucial statistics to inform your strategic customer service decisions Leverage accurate data to refine and revolutionize your customer experience strategy in the AI era

How does the Bayard Group use self-care to increase the weight of its autonomous customer service by a factor of 2 and halve the time it takes its advisers to gain competence?

In a world where information is king, mastering Knowledge Management is essential to deliver a quality customer and employee experience and boost your organization's performance. Our Ultimate Knowledge Management Checklist will provide you with the keys you need to succeed in this transformation.

Discover how the AI behind ChatGPT can revolutionize customer relations, saving over 70% of time in generating quality content for corporate knowledge bases.

Keolis Bordeaux Métropole's strategy for transforming the user experience thanks to selfcare

What are the key triggers for launching a high ROI selfcare project?

Online help available 24/7, immediate and personalized to meet the challenges of recycling Ecosystem relies on selfcare to meet its customers' growing need for autonomous access to information.

Companies will save 2.5 billion hours of customer service thanks to chatbots by the end of 2023 (source: Chatbots Life). Today, we're seeing more and more business applications where chatbots with self-learning capabilities can interact with web users in a natural way.

Essential tools for measuring customer satisfaction. Just a few questions can tell you a lot about your customers!

Discover how artificial intelligence will redefine customer service in 2025: augmented advisors, ultra-personalized e-commerce, intelligent knowledge bases and next-generation chatbots.

A chatbot, customer help centers and advisor knowledge bases to meet the growing challenges of customer experience around delivery

Imagine a world where your customer support is so intuitive that customers find what they're looking for before they even ask. Imagine saving time and resources, while increasing customer satisfaction.

A dynamic knowledge base to meet the autonomy needs of customers of the world's leading automaker