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|

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|

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 [...]

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+00:00November 27th, 2018|Uncategorized|

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|

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 [...]

2018-11-28T11:53:57+00:00November 13th, 2018|Blog, Channel Shift, Digital self service, Uncategorized|

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|

Still Thinking About Omnichannel? Don’t Get Left Behind

If your organisation is yet to adopt an omnichannel approach, you're in danger of being left behind. The ideas behind omnichannel systems are widely accepted and, despite many businesses struggling to implement them as effectively as they could, more and more companies are adopting the approach. Here, we take a look at why it's so [...]

2018-10-09T11:05:15+00:00October 23rd, 2018|Uncategorized|

8 Reasons Facebook Messenger Must Form Part of Your Digital Strategy

Chatbots have long been touted as an extremely important customer service tech development, but it's only relatively recently that Facebook opened up their platform to the technology. This has massive implications for customer service and marketing departments, and businesses need to consider how they can best utilise the service. Here, we examine the reasons why [...]

2018-10-09T10:45:19+00:00October 16th, 2018|Uncategorized|
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