A Loris Look Back on 2022 and a Peek into 2023
Life moves fast in tech startup life, but even we were surprised at the rate of change and number of milestones and accomplishments achieved by our teams for our clients this year.
How Customer Sentiment Analysis Improves Agent Performance
Let’s cut to the chase: customer service is a hard job. As an agent, you never know what’s waiting for you in the queue. A customer may have a quick and simple question…or maybe not.
Quantity and Quality Assurance in Customer Service
In your CX organization, why do you perform Quality Assurance (QA)? To gain insight into agent performance? To measure customer sentiment? To enable better coaching
to learn about outcomes and resolutions? To see the day-to-day with the agent lens – what’re they talking with customers about?
How to Improve Customer Service with Sentiment Detection
Do you know how your customers feel during chat and email conversations? We know that CSAT really can’t provide the full story – these surveys are usually riddled with bias, and the best response rate you can hope for is around 30%.
The State of QA in Support And What Defines Quality in CX
Whether quality is a metric or a business department—even our panelists have varying opinions—it’s important to take the time to define what it means to your organization.
Humanizing AI in CX: Using AI to Overcome Cognitive Overload
AI can help achieve tasks and growth that would otherwise be challenging. And by making humans more efficient, AI enables support teams to provide improved customer experiences.
The Customer Service Chatbot: What It Can and Can’t Do
We need to talk about something… and that something is the customer service chatbot 🤖. Chatbot customer service programs have become almost too popular to ignore….
Beyond CSAT Surveys: How Bill.com is Improving Customer Conversations
Learn how Bill.com is improving customer conversations with real-time sentiment analysis & agent guidance.
Automated vs Assisted AI in CX: How to Scale the Human Touch
Are you ready to evolve from AI automated to AI assisted? For the emerging era of agent-led, bot-enhanced, omnichannel customer experiences?
Five Things to Consider When Building Workflows that Improve Digital Customer Service
When customers reach out for support, it’s safe to say they’re looking for one outcome: a fast, simple resolution. And, assuming the business in question wants to maintain the customer…
Chatbots Aren’t Enough: When and How to Empower Your Agents
Chatbots may be cost-effective up front, but what’s the ultimate cost of customer frustration when they’re unable to resolve an issue with a bot?
Loris.ai Raises $12 Million in Series A Funding from Bow Capital, ServiceNow, and More
I’m thrilled to share that we’ve raised $12 million in Series A funding led by Bow Capital, with participation from ServiceNow Ventures, along with our existing investors…
Slice Boosts Agent Performance and Reduces Service Recovery Costs with Loris
Slice empowers independent pizzerias with the ordering, operations, and marketing that have powered the major chains. In doing so
Why Do Bad Customer Conversations Happen?
Nowadays, customers expect top-tier customer service. High-quality customer experiences are table stakes today for brands of all stripes. But that doesn’t make delivering them easy.
Why I Joined Loris
Every job change is a significant decision, and in discussing my next step to join Loris as Head of Product there are three reasons why the team and the story were such a strong pull for me.
A Good Conversation on Bad Conversations in Customer Care
Listen in on a (good) conversation with industry experts to better identify tough customer conversations, take action in real time, and gain insights to avoid in the future.
The Real Cost of Bad Conversations with Customers
Have you ever had a negative interaction with customer service? Do you steer clear of the brand that offers notoriously poor customer service and warn your friends to do the
12 Benefits of Live Customer Service Chat Program
In an on-demand world, no one wants to wait. That includes your customers. It’s why live chat is integral to a customer-centric support program for any business