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Set up and Go? Why Automation Still Needs Your Attention

In all types of automated software, bugs and defects are both common and inevitable. As much as developers would like their creations to be entirely error-free, there are too many variables and inputs for this to happen. It’s why testing and maintenance are essential features of any successful digital implementation process. They weed out mistakes [...]

By |2018-10-30T10:00:46+00:00December 4th, 2018|Blog, Customer service, Data, Technology|0 Comments

Why Free Chatbot Software Isn’t An Adequate Business Solution

If you’re considering integrating a chatbot into your customer service system, you may have considered utilising free chatbot software. While it’s a popular choice for amateur enthusiasts, it’s not always appropriate when it comes to professional services. Here, we take a look at what it offers and why it’s not an adequate business solution on [...]

By |2018-10-30T10:00:28+00:00November 27th, 2018|Blog, Chatbots, Customer service, Technology|0 Comments

11 Reasons Customers Aren’t Using Your Chatbot (and what to do about it)

Though you may have developed the greatest chatbot known to humankind, there’s no guarantee your customers will use it. Here, we examine the 11 most common reasons your customers aren’t willing to engage with your chatbot and provide you with step-by-step solutions to fix each issue. Your chatbot doesn’t accurately replicate human conversation The clue [...]

By |2018-10-30T10:00:18+00:00November 20th, 2018|Blog, Channel Shift, Chatbots, Customer service, Uncategorized|Comments Off on 11 Reasons Customers Aren’t Using Your Chatbot (and what to do about it)

Are We Nearly There Yet? Digital Transformation in 2018

When it comes to digital transformation, preparation is everything. If your business is not actively preparing for new digital technologies and changes to working practices, processes and systems, there’s a high chance you’re going to get left behind. In the modern business environment, where change occurs at a rapid pace, companies can quickly find themselves [...]

By |2018-11-28T11:53:57+00:00November 13th, 2018|Blog, Channel Shift, Digital self service, Uncategorized|0 Comments

The Top 10 Complaints About Customer Service

If you’re looking to improve your customer service provision, it’s important you understand what customers find frustrating about your existing service. To do this, you’ll need a list of common complaints. To give you an idea of where most businesses struggle, we’ve collected 10 of the most common customer service complaints heard in contact centres [...]

By |2018-10-30T09:55:45+00:00November 6th, 2018|Blog, Customer service, Digital self service|0 Comments

T-Mobile Have Killed Their IVR – Should You Do the Same?

T-Mobile says goodbye to IVR In August, T-Mobile very publicly announced that they would be doing away with its IVR systems in an effort to banish ‘customer service hell' to the dustbin of history. They were so happy with this move that they created a long-form advertisement to ensure everyone knows about their decision. The [...]

Chatbots Lend a Helping Hand: 7 Ways Chatbots Are Helping Us in Our Everyday Lives

In recent years, there's been a lot of excitement surrounding the potential applications of chatbot technology. As a growing number of businesses have adopted chatbots in an attempt to drive greater efficiency in their customer service departments, there's also been an increase in the development of chatbots aimed at doing some social good. As Inform [...]

By |2018-10-09T10:35:58+00:00October 9th, 2018|Blog, Chatbots|0 Comments

Chatbot or Human? When to Choose the Right Option for Customer Service

In 1896, an Italian economist, Vilfredo Pareto, published a paper that demonstrated that around 80% of the land in Italy was owned by the wealthiest 20% of the population. He went on to carry out further studies and discovered that this ratio also applied to many other countries. Long after Pareto passed away, reports revealed [...]

By |2018-10-09T10:39:25+00:00October 2nd, 2018|Blog, Channel Shift, Chatbots, Customer service, Digital self service, Uncategorized|Comments Off on Chatbot or Human? When to Choose the Right Option for Customer Service

What is a Smart City? A Quick Guide

The idea of the smart city has been around for a considerable amount of time. It has been explored in works of science fiction, political theory, and cinema, but usually as a distant possibility, in a future world marked by rapid and radical technological progress. However, smart city ideas and technologies are already at work [...]

How to Reduce Your Call Abandonment Rate – in 15 Steps

A high call abandonment rate is one of the most significant problems encountered in modern contact centres. At a time when customer satisfaction is such an important consideration for businesses of all types and sizes, having a high abandonment rate is an indication that not all is as healthy as it should be. Generally, an [...]

By |2018-08-30T12:18:47+00:00August 28th, 2018|Blog, Channel Shift, Customer service, Data, Uncategorized|0 Comments
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