2018 was an exciting year for the customer care industry. To celebrate the year coming to a close, we’re taking a look back at some of the big trends for the year that we covered here on the Interactions blog. Customer Care Has Become Much More Complex We started off the year by talking about […]
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What is call deflection and why are we talking about it? Call deflection is a technique of re-routing a customer’s call to an alternate channel of customer care. Contact center executives have argued over the years that call deflection is the most effective way to reduce costs by moving customers to lower cost ‘digital’ channels. […]
At Interactions, we talk a lot about how Intelligent Virtual Assistants have real, tangible benefits for brands — from increasing customer satisfaction, to reducing costs and improving overall efficiency. But you don’t have to take our word for it. Here are stories from three Interactions customers who saw dramatic improvements in CSAT, cost savings and […]
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What is social listening and why should you care? We all know the important role social media plays for both B2B and B2C companies. Aside from posting and engaging with followers, social media also allows for a behind-the-scenes look into what your customers are really thinking — if you know where to look for it. […]
In a recent survey, Interactions found that consumers are actually split when it comes to preferences for interacting with a brand’s customer care channels. Nearly half (49%) prefer voice channels, or speaking, to resolve an issue. Which — if you think about it — makes a lot of sense. Talking is Easier If you take […]
Rush, rush, rush…when it comes to the holidays, lately it feels like there is almost no place to fit in “holiday” anymore! Most of us find ourselves stressed out as we run against the clock to find the perfect gifts, decorate, and attend holiday festivities—and that’s in addition to our full-time jobs! Retailers can be […]
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As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Previous Interactions research has shown that — despite anecdotal evidence — there isn’t necessarily a generational split when it comes to this issue. Not all millennials prefer texting, and not […]
Read More… from Texting or Talking? 3 Takeaways from New Research
When it comes to the customer experience, consumer comfort levels with artificial intelligence can vary greatly depending on how the technology is applied. As we shared in a recent ebook, consumers often think AI is ‘creepy’ when it utilizes information they did not directly provide. In other circumstances, however, AI is seen as useful, particularly […]
Read More… from 3 Revenue-Driving Benefits of Conversational AI
While we know that the future of AI doesn’t consist of robots ruling the world and humans becoming obsolete, we admit that sometimes AI can be a bit, well…creepy. Our virtual friends are here to make our lives easier, but do we really want them knowing so much about us? We recently conducted a survey […]