Nov 25 2019 The Path To AI-Based Customer Service… That The Business Will Support
In the world of Customer Service, Artificial Intelligence (AI) is one of the hottest buzzwords of 2019, followed closely by Robotic Process Automation (RPA). By definition, RPA uses software to perform repeatable tasks. AI “observes” and “learns” trends and behaviors to optimize current processes. They can work together to automate tasks that better learn the […]
Read MoreDec 07 2018 The One Key To Unlocking The Customer Service Mobile Gateway
Customers still call customer service for inquires, this has not changed. They want to use other channels to communicate, but as soon as they encounter any form resistance, they call. They then transfer to agents at an alarmingly high rate. What is the “key” to unlocking Digital Deflection? It is their mobile phone number. Why […]
Read MoreOct 14 2017 Increase Customer Engagement With Automated Reminders
The past several years have brought many developments in client contact automation. One that stands out is the appointment reminder. I get a phone call, email, and/or text that is reminding me of my upcoming appointment. This is great, since I have often scheduled these weeks or months in advance. Sometimes I’m given the simple […]
Read MoreSep 17 2017 Why You (And Your Agents) Need Natural Language IVR
Traditional interactive voice response (IVR) systems have many flaws. First, callers are restricted to selecting from the choices the system gives them, which are necessarily limited. In order to interact with a traditional IVR system, customers must work through a series of menus, which many of them find frustrating. In fact, many callers fail to find […]
Read MoreAug 23 2017 Save Your Customers Time, Use Their Phone Number
I have a question: Why don’t more companies recognize me when I call? Identification is the first key to a successful interaction. Yet, I keep getting asked the same thing every time I call in: “Can I get your account number?” I rarely remember my account number, so this process is inevitably painful and time-consuming. […]
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