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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

By |2018-11-27T17:16:51+00:00November 27th, 2018|Uncategorized|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 [...]

By |2018-10-30T10:00:18+00:00November 20th, 2018|Blog, Channel Shift, Chatbots, Customer service, Uncategorized|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 [...]

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

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 [...]

By |2018-10-09T11:05:15+00:00October 23rd, 2018|Uncategorized|0 Comments

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 [...]

By |2018-10-09T10:45:19+00:00October 16th, 2018|Uncategorized|Comments Off on 8 Reasons Facebook Messenger Must Form Part of Your Digital Strategy

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 [...]

By |2018-10-09T10:39:25+00:00October 2nd, 2018|Blog, Channel Shift, Chatbots, Customer service, Digital self service, Uncategorized|Comments Off on Chatbot or Human? When to Choose the Right Option for Customer Service

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 [...]

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 [...]

By |2018-08-30T12:18:47+00:00August 28th, 2018|Blog, Channel Shift, Customer service, Data, Uncategorized|0 Comments

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 [...]

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