With more channels than ever to communicate with brands, what prompts one consumer to pick up a phone, while others head to social media to engage with a brand? In this webinar, we'll cover new research that uncovers data about consumer channel preferences, and how you can incorporate this into your 2019 customer care strategy.
We all know the important role social media plays for both B2B and B2C companies. Aside from posting and engaging with followers, social media also allows for a behind-the-scenes look into what your customers are really thinking -- if you know where to look for it.
As brands continue to focus on improving the customer experience, incorporating automation into customer interactions is becoming more and more important. That’s why technologies such as chatbots and Intelligent Virtual Assistants (IVAs) continue to gain popularity.
Constant Contact, an email marketing company, needed a way to streamline their customer service queue. With an Intelligent Virtual Assistant from Interactions, Constant Contact is now able to personalize and collect valuable insight from each customer.
As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. The issue of channel choice is often complicated and depends on factors such as the company consumers are trying to contact, and the complexity of the issue the consumer is trying to resolve.
Utility customers want to have their customer care issues resolved quickly and easily, but traditional automated systems limit customers to a specific path. Listen to this on-demand webinar and hear leaders from TXU Energy and Westar Energy discuss their decision to switch to an Intelligent Virtual Assistant.