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. Read our ebook to understand customer care preferences for voice and digital channels.Read More
There is no doubt, AI and speech are becoming an integral part of how we do business. This is especially true in customer care solutions, where speech technology has long been part of the equation but hasn’t always lived up to customer expectations. Find out how AI can help your customer care solutions become more efficient and effective.
In today’s digital age, customers expect brands to offer customer care whenever they want, wherever they want and on the channel of their choice. Learn what experts have to say on various industry topics such as omnichannel, AI, Intelligent Virtual Assistants and self-service.
Conversational virtual assistants are changing how we interact with brands and find information faster, giving consumers an opportunity to connect when and how they want. But what are the differences between different types of automated customer care technologies?
By implementing the Interactions Digital Roots social media engagement platform, agents at a major automotive company saw a 46% increase in the speed of response under twenty minutes and a 54% increase in unique customers engaged.
While a top automotive company had a large staff monitoring social media messages, they recognized a need to optimize the process in order to more efficiently identify potential customers and respond to them. To do this, the automaker utilized the Interactions Digital Roots social media engagement platform. This led to twice the number of customers engaged per hour for agents using the auto-suggest feature and 35% faster responses.
Customer care approaches have changed over the years, but what remaind the same is the customer’s goal to get their issue resolved as quickly as possible. Today, there are more ways than ever for businesses and customers to communicate, all aimed at making it easier and less costly to accomplish a growing list of tasks — but do they really work?