As AI solutions and virtual assistants make their mark people and businesses, we’re learning there’s a hesitation to trust the technology with big decisions—like where to invest money, how much to pay employees, or what treatment to provide a sick patient. Reasonably so. However, when we look beyond these high-stakes applications, there’s good reason to […]
5 Steps to Future-proof your Customer Care
It can be hard to keep up in the customer care industry with the ongoing artificial intelligence (AI) revolution. Which is why we sat down with DMG Consulting’s President, Donna Fluss and Interactions’ SVP of Marketing, Jane Price to identify the most important issues you will likely face, and how your company can future-proof customer […]
When Google Booked A Haircut, We Yawned…
The recent announcement of Google Duplex, Google’s automated personal assistant, was met with much fanfare for its apparent ability to make a phone call and mimic a human booking a hair appointment. While the demo was impressive on the surface, when you peel back the proverbial onion, you realize that Google Duplex shares a lot […]
How Do Utility Customers Feel About Their Customer Experience?
Utility customers think that the service they receive from their utility providers is just “okay”, and that it takes too much time to get things done. This is according to a study by Interactions that surveyed over 1400 U.S. utility customers on their customer care experiences with their utility companies. The most interesting result is […]
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True Omnichannel, Delivered — Anytime, Anywhere.
At Interactions, conversations have always been key to everything we do. And we know that for brands, every conversation you have with a customer is an opportunity — to engage and deliver a seamless experience. That’s why Interactions is happy to announce that we’re continuing on our mission to modernize customer care by making it […]
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3 Important Differences between Chatbots and Intelligent Virtual Assistants
As brands continue to focus on improving the customer experience, incorporating automation into customer interactions is becoming more and more important. Your customers’ time is valuable — and they want you to recognize this fact and deploy technologies that put time back into their day. Increasingly, customers are the ones determining which channels they want […]
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The Future of Customer Care: Analyst Predictions
Customer care has rapidly evolved in recent years, and its importance can’t be overstated. In today’s digital age, customers expect brands to offer customer care whenever they want, wherever they want and on the channel of their choice. In fact, 86% of respondents in an Interactions survey claimed they have stopped purchasing from a brand […]
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How to Choose the Right Technology for Your Customer Care Strategy
We’ve covered the key questions your organization needs to answer when developing a customer care strategy. The next step is to select the right technology to automate your customer care. So where do you begin? To provide consistent customer care throughout the year and across multiple channels, organizations scale support during volume peaks to minimize […]
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Tips for Developing Your Customer Care Strategy
In a recent research report on customer effort, Interactions found that customers simply aren’t willing to spend a lot of time getting their issues resolved. That’s why brands today need to design a modern customer care strategy that not only addresses their customers needs, but also removes effort and frustration. And do all of this […]
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