The Future of Customer Engagement: Bridging Communities and Support with AI** **
July 25, 2024, 10:11 am
** In a world where customer expectations soar higher than ever, companies are racing to keep pace. The latest innovations in customer support and marketing are not just about keeping up; they’re about leaping ahead. Two recent announcements from Higher Logic and Ipsos illustrate this trend, showcasing how technology can transform customer interactions into seamless experiences.
Higher Logic Vanilla, a leader in community engagement, has unveiled enhanced integrations with Zendesk. This partnership aims to create a more responsive support experience. Imagine a bridge connecting two islands—one representing community engagement and the other customer support. This integration is that bridge, allowing users to traverse effortlessly between the two.
The new features are designed to streamline support processes. With cross-platform search and single sign-on (SSO), users can access information from both Vanilla and Zendesk in one fell swoop. It’s like having a master key that unlocks multiple doors. No more hopping between platforms. Everything is at your fingertips.
Community management is also getting a facelift. Admins can now oversee all community posts from a single dashboard. It’s a control center for engagement. With just one click, they can escalate issues to Zendesk or assign posts to moderators. This level of efficiency means that no post goes unnoticed.
Automated escalation workflows are another game-changer. Posts can be escalated based on specific criteria like keywords or user sentiment. Think of it as a vigilant guard, always on the lookout for potential issues. This proactive approach not only improves response times but also enhances the overall quality of support.
The integration doesn’t stop there. Higher Logic Vanilla has introduced a post-to-article creator. This feature allows helpful community posts to be transformed into knowledge base articles. It’s like turning gold into coins—valuable insights are repurposed for broader use.
AI is also stepping into the spotlight. Vanilla’s AI assistant suggests relevant content from community discussions and the Zendesk knowledge base. This reduces the number of support tickets, allowing users to find solutions faster. It’s akin to having a wise mentor guiding you through a maze.
The two-way sync feature is another highlight. Support ticket statuses are monitored across both platforms. Changes in Zendesk are automatically reflected in the Vanilla community. This ensures that everyone is on the same page, reducing confusion and enhancing collaboration.
As Paul Schneider, Executive Vice President of Higher Logic Vanilla, pointed out, these features give customers a competitive edge. The focus shifts from merely resolving issues to fostering growth. Companies can now concentrate on scaling their operations while maintaining top-notch customer support.
On another front, Ipsos has launched Creative|Spark AI, an innovative ad evaluation solution. This tool predicts human reactions to videos and delivers actionable insights in mere minutes. It’s like having a crystal ball that reveals how audiences will respond to creative content.
Creative|Spark AI combines human intelligence with artificial intelligence. This dual approach enhances creative effectiveness. Built on Ipsos’ established creative assessment solution, it draws from a vast database of 18,000 human response cases. This wealth of data allows brands to understand audience reactions quickly and accurately.
For advertisers, time and budget constraints are often significant hurdles. Creative|Spark AI addresses these challenges head-on. It helps brands evaluate their assets and identify areas for improvement, whether they have one ad or hundreds. In as little as 15 minutes, advertisers can gain insights that would typically take days or weeks to gather.
The tool is available in the U.S. through Ipsos.Digital, offering both self-service and full-service options. This flexibility allows brands to choose the level of support that best suits their needs. As Ipsos plans to roll out additional markets throughout 2024, the potential for global impact is immense.
Both Higher Logic and Ipsos are redefining customer engagement and advertising. They are not just enhancing existing processes; they are revolutionizing them. The integration of AI and community engagement creates a dynamic ecosystem where customers feel valued and understood.
In this fast-paced digital landscape, companies must adapt or risk being left behind. The innovations from Higher Logic and Ipsos serve as a reminder that the future of customer engagement lies in seamless integration and intelligent insights.
As businesses embrace these technologies, they will find themselves better equipped to meet the demands of their customers. The bridge between community and support is now stronger than ever. The crystal ball of advertising insights is clearer.
In conclusion, the future is bright for companies willing to innovate. The path forward is paved with AI-driven solutions that enhance customer experiences. As these technologies continue to evolve, businesses will find new ways to connect, engage, and grow. The journey has just begun, and the possibilities are endless.
Higher Logic Vanilla, a leader in community engagement, has unveiled enhanced integrations with Zendesk. This partnership aims to create a more responsive support experience. Imagine a bridge connecting two islands—one representing community engagement and the other customer support. This integration is that bridge, allowing users to traverse effortlessly between the two.
The new features are designed to streamline support processes. With cross-platform search and single sign-on (SSO), users can access information from both Vanilla and Zendesk in one fell swoop. It’s like having a master key that unlocks multiple doors. No more hopping between platforms. Everything is at your fingertips.
Community management is also getting a facelift. Admins can now oversee all community posts from a single dashboard. It’s a control center for engagement. With just one click, they can escalate issues to Zendesk or assign posts to moderators. This level of efficiency means that no post goes unnoticed.
Automated escalation workflows are another game-changer. Posts can be escalated based on specific criteria like keywords or user sentiment. Think of it as a vigilant guard, always on the lookout for potential issues. This proactive approach not only improves response times but also enhances the overall quality of support.
The integration doesn’t stop there. Higher Logic Vanilla has introduced a post-to-article creator. This feature allows helpful community posts to be transformed into knowledge base articles. It’s like turning gold into coins—valuable insights are repurposed for broader use.
AI is also stepping into the spotlight. Vanilla’s AI assistant suggests relevant content from community discussions and the Zendesk knowledge base. This reduces the number of support tickets, allowing users to find solutions faster. It’s akin to having a wise mentor guiding you through a maze.
The two-way sync feature is another highlight. Support ticket statuses are monitored across both platforms. Changes in Zendesk are automatically reflected in the Vanilla community. This ensures that everyone is on the same page, reducing confusion and enhancing collaboration.
As Paul Schneider, Executive Vice President of Higher Logic Vanilla, pointed out, these features give customers a competitive edge. The focus shifts from merely resolving issues to fostering growth. Companies can now concentrate on scaling their operations while maintaining top-notch customer support.
On another front, Ipsos has launched Creative|Spark AI, an innovative ad evaluation solution. This tool predicts human reactions to videos and delivers actionable insights in mere minutes. It’s like having a crystal ball that reveals how audiences will respond to creative content.
Creative|Spark AI combines human intelligence with artificial intelligence. This dual approach enhances creative effectiveness. Built on Ipsos’ established creative assessment solution, it draws from a vast database of 18,000 human response cases. This wealth of data allows brands to understand audience reactions quickly and accurately.
For advertisers, time and budget constraints are often significant hurdles. Creative|Spark AI addresses these challenges head-on. It helps brands evaluate their assets and identify areas for improvement, whether they have one ad or hundreds. In as little as 15 minutes, advertisers can gain insights that would typically take days or weeks to gather.
The tool is available in the U.S. through Ipsos.Digital, offering both self-service and full-service options. This flexibility allows brands to choose the level of support that best suits their needs. As Ipsos plans to roll out additional markets throughout 2024, the potential for global impact is immense.
Both Higher Logic and Ipsos are redefining customer engagement and advertising. They are not just enhancing existing processes; they are revolutionizing them. The integration of AI and community engagement creates a dynamic ecosystem where customers feel valued and understood.
In this fast-paced digital landscape, companies must adapt or risk being left behind. The innovations from Higher Logic and Ipsos serve as a reminder that the future of customer engagement lies in seamless integration and intelligent insights.
As businesses embrace these technologies, they will find themselves better equipped to meet the demands of their customers. The bridge between community and support is now stronger than ever. The crystal ball of advertising insights is clearer.
In conclusion, the future is bright for companies willing to innovate. The path forward is paved with AI-driven solutions that enhance customer experiences. As these technologies continue to evolve, businesses will find new ways to connect, engage, and grow. The journey has just begun, and the possibilities are endless.