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Customer Care

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When Good Isn’t Enough: Developing Customer Care that Exceeds Expectations

When Good Isn’t Enough: Developing Customer Care that Exceeds Expectations

The future is crystal clear. In a world of high demands and countless inquiries, meeting consumer expectations isn't just a goal; it's a commitment.
Lindsey Andrews April 8, 2024 | 6 min read
Real Self Service

What does self-service really mean?

Conversational AI vendors have begun to market self-service as a catch-all phrase. Learn what characteristics are needed to be present for true self-service versus simple automation in this blog. 
Interactions November 4, 2021 | 3 min read
5 Things About Customer Service Today

5 Complaints about Today’s Customer Service (and how Conversational AI can help)

Hear what consumers really think about today's customer service and tips on how Conversational AI can help!
Interactions October 7, 2021 | 5 min read
AI changing consumer behavior

Consumer Behavior is Changing, and it’s AI’s time to Shine

Consumer behavior shifting due to COVID-19 according to our recent survey. And combined with challenges that the contact center is currently facing, AI has a golden opportunity to help both businesses and consumers like never before.
Interactions May 14, 2020 | 4 min read
Customer Contact Week

Customer Contact Week: Three Characteristics Every Customer Experience Should Have

Featuring insights from the world's largest customer contact conference, learn the characteristics that experts deem are the most important when building a good customer experience.
Interactions July 10, 2019 | 4 min read
Looking Back at 2018: Biggest Trends in Customer Care

Looking Back at 2018: Biggest Trends in Customer Care

2018 was an exciting year for the customer care industry. To celebrate the year coming to a close, we’re taking a look back at some of the big trends for the year that we covered here on the Interactions blog.
Interactions December 26, 2018 | 4 min read
3 Rules of Call Deflection

3 Rules of Call Deflection

As the providers of conversational customer care solutions, we sit at the cross-section of contact center executives, customer experience mavens, and the end customers. From our experience, call deflection helps improve customer experience when it follows 3 rules. Read our blog to find out what they are.
Interactions December 19, 2018 | 4 min read
digital roots social data

Social Listening for Customer Care: 101

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.
Interactions December 5, 2018 | 3 min read
woman talking on phone

You’ve Been Doing Voice All Wrong

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.
Interactions November 28, 2018 | 4 min read
Voice and consumer preferences blog

Texting vs Talking? 3 Statistics from New Research

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.
Interactions November 14, 2018 | 4 min read
Empathy Maps

Customer Empathy Maps: Customer Experience

Empathy maps describe what a customer goes through as he/she is trying to complete a task, in a product or brand agnostic way. In other words, empathy maps allow you to take a step back from your product and paint a picture of a typical customer’s experience -- their needs, expectations, goal, hurdles and behavior as they try to overcome those hurdles.
Interactions October 17, 2018 | 3 min read
Cooler Head Banner

When emotions run high, the “cooler head” may be made of silicone

I admit it. I can be pretty impatient at times, so the other day when my son came downstairs to find me yelling at my computer with the remote in my hand, he wasn’t entirely surprised. But it was still a humbling moment.
Interactions October 10, 2018 | 4 min read

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