Chatbot Technology in 2019: What to Expect

Chatbot technology moved forward in leaps and bounds in 2018. This year is shaping up to be even bigger and better for every organisation’s favourite money-saving, problem-solving customer service tool. With this in mind, we thought it would be a good idea to take an in-depth look at what we can expect from chatbot technology in 2019. State of the [...]

2019-01-30T17:14:33+00:00January 23rd, 2019|

Channel Shift and CRM Integration: 5 Best Practice Rules to Get It Right First Time

Customers prefer businesses that they can trust and, as we all know, trust is earned not given. Customer trust is dependent on a business' ability to act in authentic, empathetic, and reliable ways. In other words, a customer's trust and loyalty are earned by appealing to them in a manner that is more than transactional. It can't solely be about [...]

2019-03-05T09:41:26+00:00December 26th, 2018|

AI and Agents Working in Harmony: 7 Steps to Success

To many modern customer service employees, AI is a problematic idea. In most cases, this is because AI agents have long been thought of as operating in opposition to human agents. It’s one or the other. A battle for survival. The stereotypical concern is that AI is here to take over jobs. However, in a healthy, high-performance contact centre, AI [...]

2019-01-30T15:24:31+00:00December 18th, 2018|

Which Call Centre Metrics Matter?

The modern call centre is central to a business’ ability to deliver excellent customer service. However, at a time when squeezed budgets and cost-cutting techniques are commonplace, call centres need to be able to measure their KPIs in order to drive improvements and justify their spending. To do this, they must analyse a variety of call centre metrics. Here, we [...]

2019-02-04T09:42:03+00:00December 14th, 2018|

Customer Satisfaction Survey Questions: What You Should Be Asking

Customer satisfaction survey questions are an excellent means of improving your service provision by identifying what it is you do well and what you could do better. However, the survey process can be vastly improved via the use of new, interactive digital technologies. Chatbots and AI systems, in particular, are having a dramatic impact on how business go about doing [...]

2019-01-30T15:24:15+00:00December 13th, 2018|

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 in an automated process and [...]

2018-10-30T10:00:46+00:00December 4th, 2018|

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 its own. The best thing [...]

2018-10-30T10:00:28+00:00November 27th, 2018|

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 is in the name – [...]

2018-10-30T10:00:18+00:00November 20th, 2018|

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 at a disadvantage if steps [...]

2018-11-28T11:53:57+00:00November 13th, 2018|

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 across the country. The issue [...]

2018-10-30T09:55:45+00:00November 6th, 2018|
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