How to Make Sure Your Chatbot Is GDPR Compliant

Chatbots are becoming an increasingly important feature of customer service provision. In part, this is due to their ability to collect and process valuable customer data for use by human agents or to provide automated solutions to customer service issues. However, this data collection capacity means that chatbots must comply with the General Data Protection [...]

2019-01-30T15:25:33+00:00February 12th, 2019|Blog, Chatbots, Customer service, Data, Uncategorized|

First Contact Resolution – The Ultimate Guide to Achieving It in 2019

First Contact Resolution (FCR) is one of the most important metrics you’ll utilise in the customer service environment. Customers want to have their problems resolved at the first time of asking and typically consider any customer service that requires multiple interactions to constitute poor service. This means customer satisfaction often depends upon FCR. Consequently, we [...]

2019-01-30T15:25:26+00:00February 5th, 2019|Blog, Chatbots, Customer service, Digital self service|

Customer Service Trends in 2019 – 7 Key Changes to Look Out For

Now that 2018 has come to an end, it’s time to take a look at what lies ahead for the customer service industry. This year is shaping up to be particularly important for self-serve and AI technologies in the customer service sector and radical changes are just over the horizon. With this in mind, we [...]

2019-01-30T17:08:18+00:00January 29th, 2019|AI, Blog, Channel Shift, Chatbots, Customer service, Uncategorized|

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 [...]

2019-01-30T17:14:33+00:00January 23rd, 2019|Blog, Chatbots, Customer service, Uncategorized|

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 [...]

2019-01-30T15:24:15+00:00December 13th, 2018|AI, Blog, Chatbots, Customer service|

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 [...]

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

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 [...]

2018-10-30T10:00:18+00:00November 20th, 2018|Blog, Channel Shift, Chatbots, Customer service, Uncategorized|

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 [...]

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

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 [...]

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 [...]

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