Chatbots! We all have a weird love-hate relationship with them – we love the promise, but hate the reality. In almost all cases, they frustrate us beyond repair. As someone who reads, writes, and speaks about customer engagement technologies for a living, I make it my job to use as many virtual assistants and chatbots […]
Read More… from The Fact and Fiction of Chatbots: Expectation vs. Reality
Communication Service Providers (CSPs) are at the bottom of customer care ratings every year. And it’s no secret why — customers are often very vocal about their displeasure. Combine this dissatisfaction with the fact that customers have more choice than ever when it comes to these services, and it becomes easy to see why churn […]
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What is social listening and why should you care? 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. […]
In a recent survey, Interactions found that consumers are actually split when it comes to preferences for interacting with a brand’s customer care channels. Nearly half (49%) prefer voice channels, or speaking, to resolve an issue. Which — if you think about it — makes a lot of sense. Talking is Easier If you take […]
When it comes to the customer experience, consumer comfort levels with artificial intelligence can vary greatly depending on how the technology is applied. Consumers often think AI is ‘creepy’ when it utilizes information they did not directly provide. In other circumstances, however, AI is seen as useful, particularly when it makes recommendations based on past […]
Read More… from 3 Revenue-Driving Benefits of Conversational AI
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? […]
Read More… from What is the Technology Behind a True Omnichannel Solution?
Utility customers think that the service they receive from their utility providers is just “okay”, and that it takes too much time to get things done. This is according to a study by Interactions that surveyed over 1,400 U.S. utility customers on their customer care experiences with their utility companies. The most interesting result is […]
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We’ve covered the key questions your organization needs to answer when developing a customer care strategy. The next step is to select the right technology to automate your customer care. So where do you begin? To provide consistent customer care throughout the year and across multiple channels, organizations scale support during volume peaks to minimize […]
Read More… from How to Choose the Right Technology for Your Customer Care Strategy
Every year retailers invest a tremendous amount of time and money to meet increasing demands. Many even find themselves doubling or even tripling the support in their contact center, especially during the holiday season. But how are these efforts rewarded? Are customers happier with the service? Does wait time decrease with the addition of more […]