Recent Articles

Customer Communication Strategy: 8 Proven Ways to Improve Customer Conversations

Written by , Author & Editor at ProProfs Updated: 3 Oct, 2025
Let’s be real—most businesses are terrible at customer communication. Without a clear customer communication strategy, the cracks show fast. And that’s not just an opinion: according to Forbes, bad customer service could cost companies $3.7 trillion every year. Here’s the thing—slow replies, confusing messages, and inconsistent follow-ups don’t just annoy customers; they kill loyalty and...
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How to Design an Effective Chatbot Flowchart: A Step-by-Step Guide

Written by Updated: 3 Oct, 2025
“A confusing chatbot can lose a customer faster than a bad sales pitch.” Over the last couple of years, I’ve seen businesses with great products undermined by chatbots that frustrate rather than guide. Customers don’t want endless options or dead ends. They want quick, clear answers that build trust. From my experience, a chatbot flowchart...
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What is Chatbot Containment Rate: Definition, Importance & Best Practices

Written by , Customer Service & Engagement Experts Updated: 26 Feb, 2025
Customer service is evolving with chatbots, but do you know how well yours is performing? One crucial metric to watch is the chatbot containment rate—it shows how well your bot is handling queries on its own. A high containment rate sounds great, right? But here’s the catch—it doesn’t always mean better customer satisfaction. If users...
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AI Chatbots in Customer Experience: Benefits, Future Prospects & Examples

Written by , Customer Service & Engagement Experts Updated: 5 Mar, 2025
Think about the last time you needed help online and got an immediate response—chances are, it was an AI chatbot.  AI chatbots in customer experience are changing the way businesses engage with customers, offering fast and accurate support round the clock. By automating common inquiries, they free up human agents for more complex issues, ensuring...
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10 Best Enterprise Chat Software to Scale Support & Conversions in 2025

Written by , Customer Service & Engagement Experts Updated: 16 Oct, 2025
When customers start waiting, their trust begins to fade. And once it does, rebuilding it takes far more effort than preventing it in the first place.  I saw this firsthand while leading a fast-growing support team. We had skilled people, but our outdated systems slowed them down.  Every delay added pressure and created frustration for...
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