Customer Care
Learn more about customer care related blog posts.
What We Can Learn From Holidays Past: A Shopper’s Guide
Hold onto your hat — Black Friday, and its companion shopping day extension, Cyber Monday, are here again. We begin our official rush to the stores and internet to secure the best possible present for each person on our lists. But along with that come the inevitable headaches of shopping, long lines and crowds.
The State of Automated Customer Care - According to Industry Leaders
Interactions recently hosted an interactive discussion on the current state of automated customer care services.
Are You Measuring the Right Contact Center Metrics?
Traditional contact center measurements – such as Speed to Answer, Containment, and Average Handle Time – focus primarily on increasing efficiencies in order to lower costs. Ultimately, however, these metrics are only capturing part of the story when it comes to one of your most important revenue drivers: your customers.
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.
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.
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.
Delivering Service with An Artificial Intelligence Touch
In 2004, futurist Erwin Van Lun, CEO and founder of Chatbot.org, predicted that all Fortune 1000 Business-2-Consumer companies would employ speaking artificial characters in 2015, in order to automate their conversations with consumers in an interactive spoken dialogue.
Easing Customers' IVR Journeys
Routing is an important topic that drives the success or failure of speech-enabled applications, frequently more than the apps do themselves.
The 2015 Customer Experience Shift
As we move further into 2015, there are three important trends in customer care to watch closely. These incredible shifts will cause a dramatic disruption in the way we serve our increasingly demanding customers. Over the past few years, we’ve seen the importance of customer care dramatically elevate.
Optimize Vendor-Customer Relationships Through Success-Based Pricing
New research indicates that traditional speech-based self-service over the phone can fail up to 48% of the time a customer speaks. That means if you’re using a speech IVR and paying on a consumption basis – you could be paying double for the value you are receiving. That’s like paying for a Corvette and getting a Focus.
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