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Transforming Attitudes To Digital Within Your Organisation

Both businesses and public sector organisations are having to adopt new digital technologies and strategies at a remarkable rate in order to keep up with the demands of modern customers. However, these organisations often experience some resistance to this process of change from their own employees. Here, we take a look at five ways you can transform such attitudes and [...]

2019-06-26T09:48:56+01:00May 28th, 2019|0 Comments

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 Regulation (GDPR). Here, we examine [...]

2019-03-28T12:31:00+01:00February 12th, 2019|0 Comments

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 in 2019. State of the [...]

2019-01-30T17:14:33+01:00January 23rd, 2019|0 Comments

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 call centre metrics. Here, we [...]

2019-02-04T09:42:03+01:00December 14th, 2018|0 Comments

Cambridge City Council

Please see what Cambridge City Council say about using our Self Service solutions and benefits.Inform Communications have asked Cambridge City Council for an interview on the services provided youtube video

2018-11-27T17:16:51+01:00November 27th, 2018|0 Comments

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 is in the name – [...]

2018-10-30T10:00:18+01:00November 20th, 2018|Comments Off on 11 Reasons Customers Aren’t Using Your Chatbot (and what to do about it)

Are We Nearly There Yet? Digital Transformation in 2018

When it comes to digital transformation, preparation is everything. If your business is not actively preparing for new digital technologies and changes to working practices, processes and systems, there’s a high chance you’re going to get left behind. In the modern business environment, where change occurs at a rapid pace, companies can quickly find themselves at a disadvantage if steps [...]

2018-11-28T11:53:57+01:00November 13th, 2018|0 Comments

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 cynics amongst us may question [...]

2018-10-30T09:56:14+01:00October 30th, 2018|0 Comments