Customer Care

These days, you can't turn on the news, listen to your favorite podcast or read an article without hearing about the latest and greatest developments in AI. But for many businesses, AI is more than hype -- it’s an important part of how they do business and connect with their customers. And in the world of customer care, getting AI right is a challenge many businesses will deal with for years to come.

We’ve talked a lot about omnichannel — what it is, how it differs from multichannel or cross-channel solutions, and how to tell if a solution is ‘true omnichannel’ or just hype. But from a company’s perspective, why is this so important, and what are the major reasons to invest in omnichannel? As many organizations look for new ways to integrate technology to improve processes or customer care, this is an important question to answer.

Omnichannel is an increasingly popular buzzword in the customer care industry. There are many vendors that claim to offer omnichannel solutions — but what does this really mean? In this short video, we sat down with Priyanka Tiwari, Senior Product Marketing Manager, to find out exactly what you need to know about omnichannel to make informed decisions.

Your customer experience is important. It sets you apart from your competitors, affects your ability to retain customers, and impacts your bottom line. But understanding the customer experience can be challenging. What is it like for a customer who interacts with your customer service technology?

Over the last few years, the word ‘omnichannel’ has been used (and overused) to describe a utopia of marketing and customer care. We all have heard and read about how an omnichannel approach solves all customer care issues and allows brands to prove their customer obsession. Then why do brands still pursue a better approach?

We’ve talked a lot at Interactions about exactly what chatbots are, and perhaps even more importantly, what they aren’t. As customers continue to put pressure on brands to deliver consistent, omnichannel experiences across customer care channels, automated customer care technologies like chatbots continue to gain popularity.

We’ve all had frustrating customer service experiences — dealing with awkward, robotic automated systems that don’t understand you or offer the right menu options. If we’re being honest, most of the time we probably end up rapidly pushing buttons or yelling ‘agent’ until we’re directed to a real person, just to avoid these systems. Companies actually put these systems in place to help the customer service process, but poor implementation and design often means they just cause frustration and often worsen customer experiences.

We talk a lot about the future of customer care and modernizing your customer care strategy. But what exactly does this mean? How can you tell if your customer care strategy is ready for the future? When building your customer care strategy, here are 4 important things to understand about modern consumers — who they are and what appeals to them.

As customer preferences continue to evolve and care channels such as chat become more widely used, there is sometimes a perception among companies that voice is becoming less important. This couldn’t be further from the truth, however, as studies have shown that voice is still king in customer care. And while this certainly refers to the fact that customers are still calling into customer care centers at overwhelming numbers, it also refers to the fact that voice and speech are becoming even more important in applications across other customer care channels as well.

Increasingly, the customer care industry is teaming up with technology to focus on delivering seamless and effortless customer experiences. But our industry often promises a better omnichannel experience and improvements to the customer journey, while in reality, many companies fail to deliver.

It can be hard to keep up in the customer care industry with the ongoing artificial intelligence (AI) revolution. Which is why we sat down with DMG Consulting’s President, Donna Fluss and Interactions’ SVP of Marketing, Jane Price to identify the most important issues you will likely face.

At Interactions, conversations have always been key to everything we do. And we know that for brands, every conversation you have with a customer is an opportunity — to engage and deliver a seamless experience.