Customer care, although increasingly important, is constantly evolving. Businesses know they need to excel at customer care in order to remain competitive, but with the pace at which consumer preferences for channels continue to change, it’s difficult to develop a comprehensive and effective customer care strategy. Considering this, Interactions designed a survey to take a […]
Read More… from 4 Observations About the Current State of Customer Care
In an age where technology is constantly improving consumers’ daily lives, companies are also ready for a tech helper. However, the personal virtual assistants that the public knows and loves – Amazon’s Alexa or Apple’s Siri – are not in line with what the business sector requires. The answer to business-to-consumer needs? Intelligent Virtual Assistants […]
By the end of the day today, consumers in the United States will have made over 40 million payments – to their utility company, to their insurance provider, at their local pharmacy, their bank, their supermarket, and more. Furthermore, research indicates that over 50% of consumers have made a payment over the phone with a […]
Read More… from What You Need to Know about AI and Consumer Payments
What is an ideal customer experience? For me, it is natural, frictionless and productive; regardless of the brand I’m dealing with, the time of the day, or the channel I use. Now think about the different channels you use to interact with a brand – it could be the website, the mobile application or the […]
Read More… from 4 Reasons Why Voice is the Future of Customer Experience
Intelligent Virtual Assistants (IVAs) are typically used by enterprise businesses to effectively communicate with their customer base and provide highly functional self-service. With IVAs, customers receive both a personal and human experience. They can speak in their own words and be understood, regardless of accent and background noises, across all channels. IVAs will soon encompass […]
It’s no surprise that your business or brand’s reputation is critical. For better or for worse, in person or online, customers talk. And no matter how fantastic your company, agency, or the experience is once a customer steps through the front door, in many cases your reputation could be all that a potential customer has […]
Read More… from Why It’s Important to Keep Your Customers Talking
Artificial intelligence has developed to a point where it is impacting our everyday lives — including how we interact with the companies we do business with. But what is the impact of AI on customer service? Watch Phil Gray, EVP of Business Development at Interactions, discuss how AI is impacting customer service at some of […]
Read More… from What is the Impact of AI on Customer Service?
It is impossible to ignore chatbots if you are even remotely following the customer care industry. They seem to be everywhere. Some tech publications even called 2016 ‘the year of chatbots’ and 2017 ‘the year when chatbots will actually make customers more productive.’ All praises and criticism aside, let’s see what a chatbot is, what […]