/Channel Shift

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

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

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

10 Ways You Can Improve Communication For a Better Business

If you’re looking for a way to better your customer communications, the first step is to look at the ways customers perceive your services and where they think they could be improved. Though every business is different, and each will have to work on a unique aspect of their customer service system, there are several [...]

How to Develop the Perfect Omnichannel Strategy

The idea of developing an omnichannel strategy is popular amongst business and organisations, who recognise new technologies have resulted in dramatic shifts in the way individuals interact and use services. New customer behaviours are radically altering the way organisations communicate, reach out to these individuals, and ensure the services they provide are meeting expectations. A [...]

By |2018-04-24T08:42:05+00:00May 1st, 2018|Blog, Channel Shift, Omnichannel, Uncategorized|0 Comments

The Impact Of AI On Jobs: How To Discuss With Your Staff

Technology is often a double edged sword – it offers incredible, game-changing benefits, but has its drawbacks too. As automation in the workplace increases, more and more workers are concerned about the effect AI is going to have on their jobs and employment in general. For managers, this is somewhat of a conundrum. To turn [...]

By |2018-04-03T11:40:05+00:00April 17th, 2018|Blog, Channel Shift, Customer service|0 Comments

How local councils should be using Facebook in 2018

With the development of online communications and social networks, local councils have been forced to operate on an increasingly large number of communication channels. As well as maintaining traditional means of communication, they’ve had to deal with a proliferation of ever-evolving online platforms in order to stay relevant and accessible. One of the ways they’ve [...]

Load More Posts
This website uses cookies and third party services. Ok