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|

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. [...]

2019-01-30T15:24:41+00:00December 26th, 2018|Blog, Channel Shift, Customer service, Technology|

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 [...]

2019-01-30T15:24:31+00:00December 18th, 2018|AI, Blog, Channel Shift, Customer service, Technology|

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 [...]

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|

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 [...]

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

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|
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