Interactions Blog
Find Your Brand's Perfect Match: The Ultimate IVA Personality Quiz
Customer service has evolved. Today, customers expect seamless, personalized experiences across any channel, from phone calls to web chats, texts, and social media, all in a way that fits their lifestyle. But how can you ensure that the voice representing your brand truly connects with your customers? The answer lies in your brand’s IVA personality.
The Future of Automated Customer Care is a Bright One
Recently, I hosted a forward-thinking interactive session at Frost & Sullivan Customer Contact East titled “Automated Customer Care with a Human Touch.” Based on the findings from a recent study on consumers’ experiences with automated customer service interfaces, the session raised some interesting points about the current state of customer care.
Simplifying Your Customer Care Journey
Did you know that the majority of consumers contact companies on multiple channels just to resolve a single issue? This means that your customers are browsing, typing and calling just to get something done – which can make the customer care journey feel more like a hike.
Why Your Customer Care Journey Might be More of a Hike
Did you know that the majority of customers start their journey online, before branching out to other service channels in search of a solution? This means that your customers might be spending a lot of time searching, chatting or calling to find the answer that they need.
Best Practice Series: Designing for Customer Experience
For many companies, an automated phone system, such as Interactive Voice Response (IVR), is the first and most critical interaction your customers will have with your customer experience journey. It’s therefore an important time for your business to stand out by delivering superior customer service that results in a competitive advantage.
How Machine Learning Adds Value to Customer Experience
Recently, Harvard Business Review published an article highlighting how many organizations are reengineering business processes with powerful machine learning algorithms.
3 Tips for Designing a Superior Customer Care Experience
At Interactions, we’ve been talking a lot recently about how the ability to deliver a superior customer care experiences is becoming an increasingly important factor in determining business success. And it’s clear that we aren’t the only ones noticing this shift.
Why (and How) the Speech Industry Needs to Change
Increasingly, we are living in a customer-obsessed business environment. In fact, some analysts have even gone so far as to call customer experience one of the top critical success factors determining which businesses will win and fail in 2016 and beyond.
Satisfaction with Customer Service: It’s Personal
At Interactions, we think a lot about customer experience and how seemingly small things can make the difference between good and bad experiences.
Balancing Technology and Human Touch in Automated Self-Service
Last month, I participated in the 2015 Intelligent Assistants Conference in New York, which focused on topics related to improving customer experience and self-service efficiency. During the conference, I took part in a panel that discussed the importance of balancing technology and human touch to provide a robust customer experience.
Curing Patient No-Shows with Virtual Assistant Solutions
Picture this common scenario: It’s 2:00 PM and the patient who was supposed to be in your office at 1:45 p.m. still hasn’t shown up. Your staff has been working the phones trying to get someone to take the slot, but with no luck. So instead of working toward meeting your daily production goals, you’re sitting around hoping your next patient is more reliable.
Interactions Wins Another Stevie Award
Interactions has been presented with a Bronze Stevie® Award in the Most Innovative Tech Company of the Year category at the 13th Annual American Business Awards. The win marks Interactions’ fourth consecutive Stevie Award.
Six Observations from SpeechTEK 2015
Recently, the team from Interactions attended SpeechTEK 2015, the annual conference focusing on speech recognition, natural language understanding, and customer interaction technology, which we always walk away from with tremendous insight and excitement over the future of our industry.
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