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|

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 [...]

2018-10-30T09:55:45+00:00November 6th, 2018|Blog, Customer service, Digital self service|

T-Mobile Have Killed Their IVR – Should You Do the Same?

T-Mobile says goodbye to IVR In August, T-Mobile very publicly announced that they would be doing away with its IVR systems in an effort to banish ‘customer service hell' to the dustbin of history. They were so happy with this move that they created a long-form advertisement to ensure everyone knows about their decision. The [...]

2018-10-30T09:56:14+00:00October 30th, 2018|Blog, Customer service, Digital self service, IVR, Uncategorized|

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 [...]

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 [...]

2018-08-30T12:18:47+00:00August 28th, 2018|Blog, Channel Shift, Customer service, Data, Uncategorized|

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 [...]

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 [...]

10 Top Digital Self-Service Trends

As we enter the second half of 2018, we thought it was time to take a look at the state of self-service technology and examine some of the key trends that may influence its future. Whether we’re talking about chatbots or IVR, self-service technologies have come to play an increasingly important role in customer service [...]

2018-06-29T12:37:30+00:00July 24th, 2018|Blog, Customer service, Digital self service|

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 [...]

2018-06-29T12:20:02+00:00July 10th, 2018|Blog, Chatbots, Customer service, Uncategorized|

10 Omnichannel Myths That Could be Holding You Back

Due to the fact that it’s a relatively new idea, a number of myths relating to the omnichannel approach have emerged in recent years. To a large extent, these myths are based on a misunderstanding of what omnichannel systems are. Here, we take a look at 10 of the most common misconceptions surrounding omnichannel strategy [...]

2018-05-23T06:18:47+00:00June 12th, 2018|Blog, Customer service, Local Government, Omnichannel|
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