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 customer service issues in recent [...]

2018-08-30T12:18:56+00:00August 21st, 2018|

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 between the two. While this [...]

2018-08-30T12:19:04+00:00August 14th, 2018|

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 common complaints that most organisations [...]

2018-08-07T07:32:05+00:00August 7th, 2018|

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 chatbots allow for drastic cost [...]

2018-06-29T12:20:02+00:00July 10th, 2018|

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 become buzzwords in the new [...]

2018-06-29T12:20:32+00:00July 3rd, 2018|

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 look at how attitudes have [...]

2019-02-19T16:47:10+00:00June 19th, 2018|

15 Ways to Promote Your Chatbot

Once you’ve designed, tested and launched your new chatbot, the only thing left to do is publicise it. Increasing chatbot usage is actually one of the biggest challenges organisations face when implementing this new technology. While we have the ability to create increasingly intelligent chatbots, ensuring users are aware of their existence and convincing them to use them requires a [...]

2018-05-08T07:29:05+00:00May 22nd, 2018|

How Local Councils Should Be Using Twitter In 2018

Alongside Facebook and Instagram, Twitter is regarded as one of the most important social media platforms in the world. With an estimated 12.6 million Twitter users in the UK, it’s a powerful communication tool that, despite regular naysaying, is not going anywhere in the near future Local councils in particular have found the platform to be a useful means of [...]

2018-04-03T10:46:45+00:00April 24th, 2018|

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 managed this is through the [...]

2019-02-05T11:44:14+00:00April 10th, 2018|
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