/Chris Owen

About Chris Owen

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So far Chris Owen has created 9 blog entries.

Chat vs SMS – Which is Better for Customer Service?

If you’re looking to improve your customer service provision, one of the first things to consider is how customers are communicating with your business. Do they prefer phone calls, SMS, email, or WhatsApp? Which channels are becoming more popular and which are fading? Which are most important to your business? One of the most significant [...]

By |2018-08-30T12:18:56+00:00August 21st, 2018|Blog, Channel Shift, Chatbots, Omnichannel, SMS|0 Comments

Think Your Callers Would Rather Talk to a Real Person? Think Again.

As businesses begin to consider the effect of technological change on the way customers interact with companies, it’s easy to posit call-based and chat-based channels as existing in opposition. This attitude would suggest that when one method is in the ascendency, the other is declining and that there is some kind of battle for dominance [...]

What the Perfect Omnichannel Solution Looks Like in 2018

In 2018, omnichannel systems have begun to become the basis for all digital communication between organisations and their users or customers. It reflects the enormous shifts we’re experiencing in the way people use mobile devices and other digital technologies to perform tasks in their everyday lives. However, knowing how to design an omnichannel system that [...]

By |2018-06-29T12:53:23+00:00July 31st, 2018|Blog, Omnichannel, Uncategorized|0 Comments

10 Top Digital Self-Service Trends

As we enter the second half of 2018, we thought it was time to take a look at the state of self-service technology and examine some of the key trends that may influence its future. Whether we’re talking about chatbots or IVR, self-service technologies have come to play an increasingly important role in customer service [...]

By |2018-06-29T12:37:30+00:00July 24th, 2018|Blog, Customer service, Digital self service|0 Comments

Chatbots For Customer Service – Just a Money-Saving Tactic?

In recent years, there’s been a great deal of talk about the rise of chatbots. Greater numbers of businesses are introducing chatbot technology into their customer service and reducing the number of calls their human agents handle. Ask most people what the main benefit of chatbots are and they’ll probably respond by telling you that [...]

By |2018-06-29T12:20:02+00:00July 10th, 2018|Blog, Chatbots, Customer service, Uncategorized|0 Comments

AI vs Machine Learning: What’s the difference?

In recent years, there’s been a great deal of discussion surrounding the concept of Artificial Intelligence (AI). Once deemed an unrealistic dream, modern technology has brought AI closer to reality than ever before. More recently, the term ‘machine learning’ has also grown in popularity. Often AI and machine learning are used interchangeably, and both have [...]

By |2018-06-29T12:20:32+00:00July 3rd, 2018|AI, Blog, Chatbots|0 Comments

UK Attitudes to AI in Local Government are Changing

When the issue of increased use of AI in local government is raised, there’s often talk of the way in which government bodies face resistance to its adoption from residents and the general public. However, in recent years, there seems to have been a strong shift in UK attitudes towards AI. Here, we take a [...]

By |2018-06-25T07:59:05+00:00June 19th, 2018|AI, Blog, Chatbots, Local Government|0 Comments

10 Omnichannel Myths That Could be Holding You Back

Due to the fact that it’s a relatively new idea, a number of myths relating to the omnichannel approach have emerged in recent years. To a large extent, these myths are based on a misunderstanding of what omnichannel systems are. Here, we take a look at 10 of the most common misconceptions surrounding omnichannel strategy [...]

By |2018-05-23T06:18:47+00:00June 12th, 2018|Blog, Customer service, Local Government, Omnichannel|0 Comments

What Makes the Perfect Customer Service Chatbot? 10 Essential Features

Chatbots are often touted as the next must-have technology for businesses and governments around the globe. However, if they’re poorly developed, chatbots can be next to useless and most customers will go out of their way to avoid using them. So, what makes a good chatbot? Here, we take a look at 10 features that [...]

By |2018-05-23T06:30:19+00:00June 5th, 2018|Blog, Chatbots|0 Comments