The Digital Journey – Working Together for a Better Customer Experience

Organisations are constantly looking for ways to improve the customer experience and keep consumers happy. However, this has become increasingly complex as digital devices have changed the ways in which individuals expect to interact with businesses and Local Authorities. With this in mind, we take a look at how the digital journey can be enhanced by adapting to changes in [...]

2019-05-13T14:54:22+00:00April 30th, 2019|

Your Pain-Free Digital Transformation Strategy

If you’re hoping to transform your organisation for the 21st Century and ensure that your customers and service users are able to interact with you in a way that suits their needs, you’ll have to develop a comprehensive digital transformation strategy. Rather than investing haphazardly in new technologies and digital infrastructure projects, organisations need to consider the ways in which [...]

2019-05-13T14:57:49+00:00April 18th, 2019|

8 Ways for Local Authorities to Ease the Pain of Peak Contact Times

All Local Authority (LA) contact centres struggle with a surge in demand at some time or another. But it’s simply not cost-effective to staff contact centres to handle high demand if those employees aren’t required for most of the rest of the year. Consequently, it’s necessary to consider other ways to ease the pain of peak contact times. Here, [...]

2019-04-05T07:57:16+00:00April 5th, 2019|

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 in many urban environments across [...]

2018-08-30T12:19:16+00:00September 4th, 2018|

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|

What the Perfect Omnichannel Solution Looks Like in 2018

In 2018, omnichannel systems have begun to become the basis for all digital communication between organisations and their users or customers. It reflects the enormous shifts we’re experiencing in the way people use mobile devices and other digital technologies to perform tasks in their everyday lives. However, knowing how to design an omnichannel system that functions well is incredibly difficult. [...]

2018-06-29T12:53:23+00:00July 31st, 2018|

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 and explain why people have [...]

2018-05-23T06:18:47+00:00June 12th, 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|

Omnichannel Analytics – a Guide to Measuring Success

Developing a carefully considered omnichannel strategy is quickly becoming a priority for many business and local government organisations across the country. However, without a way of measuring its performance, there’s no way to know if it’s as effective as hoped - or even if it’s having an impact at all. Here we take a look at how analytics can help [...]

2018-04-24T09:15:32+00:00May 15th, 2018|

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 clear example of this emerging [...]

2018-04-24T08:42:05+00:00May 1st, 2018|
omnichannel-archives-inform-comms-com
This website uses cookies and third party services. Ok