What does it mean to be conversational? We’ve seen a rise in conversational marketing over the past few years. Conversational marketing is exactly what is sounds like, a marketing style the companies use to engage and interact with their customers in a way that feels natural, casual, and informal. Because of this demand in conversational […]
Read More… from Is Your Chatbot Conversational? Here are 7 questions you need to ask
The average mother only has 17 minutes of “me time” during a day. Whether working full-time in an office or working full-time as a homemaker, time is a luxury for parents who are constantly at the beck-and-call of their children. And when you factor in the hassles involved when contacting a business, that 17 minutes […]
Read More… from IVA – The Mother of all AI Customer Service Solutions
We’ve all had frustrating experiences when contacting businesses for help (and if you haven’t, consider yourself lucky.) Maybe you spent forever on hold, or your issue was not actually solved, or you were left sifting through service options that had nothing to do with what you were calling about. The time that your customer takes […]
Read More… from IVR systems are dead. It’s time to consider a technology that delivers.
We live in an age where we frequently come in contact with retailers. Whether you are buying groceries in your local supermarket, online shopping with your favorite clothing brand, trying on makeup at a large department store or searching for a birthday present in a toy store catalog, the retail industry is large and diverse. […]
The way we communicate with brands is changing. For example, modern customers prefer self-service channels that allow them to find solutions themselves, and more quickly, rather than waiting in a queue to get to a live agent. They have expanded their channel offerings in order to improve customer experience. Because of this shift, brands are […]
Read More… from How to Measure Success in the Contact Center
Chatbots! We all have a weird love-hate relationship with them – we love the promise, but hate the reality. In almost all cases, they frustrate us beyond repair. As someone who reads, writes, and speaks about customer engagement technologies for a living, I make it my job to use as many virtual assistants and chatbots […]
Read More… from The Fact and Fiction of Chatbots: Expectation vs. Reality
Customer experience is more important than ever. Modern customers dictate why, when, and how they would like to engage with a brand, and companies are looking for innovative ways to elevate their experience. Naturally, they are exploring the potential of conversational AI and its promise of transforming the customer experience. Recently, I attended two highly […]
Read More… from Conversational AI and Customer Engagement – What are the experts saying?
Customers have all the power. They can influence their family and friends by sharing their experiences with a company, good or bad, and they hold the ultimate decision of whether to purchase from your company or go elsewhere. Therefore, a customer’s experience with your company means everything. And that experience is dictated by customer care. […]
Read More… from A Guide to Customer Service in the Customer Experience Era
Although traditionally they may seem unrelated, marketing and your customer care strategy actually have a lot in common– the biggest thing being your customers. As a marketer it’s important to be involved in every part of your customer’s experience, as any point of contact can have a major impact on future revenue and customer retention. […]
Read More… from 3 Reasons Why Marketing is Important to Your Customer Care