Jul 27 2017 Texting Has Become The Channel Of Choice
We all read the statistics – we might even question their validity – but study after study after study continues to repeat the concept that the world has gone mobile. I recently conducted a personal study and attempted to engage 25 utilities in a mobile self-service test. I found the customer care number and via […]
Read MoreJul 17 2017 Yes, Voice Communication Still Has Its Place
Is voice communication dead? I was pondering that very question last week while sitting on the beach watching my kids texting and playing on Instagram with their friends, instead of frolicking in the waves. Yeah, sure, they would get up periodically to cool off in the surf; but they spent most of the time texting […]
Read MoreJul 15 2017 The Veterans Administration Is Struggling With Customer Service Fundamentals
The Veterans Administration (VA) has come under much scrutiny over the past few months for poor customer service and long wait times for healthcare. At one point, the current Secretary of the Veterans Administration Robert McDonald compared the long wait times for veterans to the lines at a Disney amusement park: “What really counts is, how […]
Read MoreJul 11 2017 5 Benefits of Using Interactive Text Response
We’ve talked about customer engagement on this blog before – both how to screw it up, as well as how to get it right. Today, however, I want to take a more pragmatic and tactical approach to leveraging a technology to produce those high-value customer experiences that will help you retain customers, increase revenue and […]
Read MoreJun 02 2017 Facebook Messenger For Customer Service: Should You Buy Into The Hype?
Like a few of my other colleagues, I had the opportunity to attend the recent Aspect ACE conference in Las Vegas. The primary focus of the event revolved around discussion on Facebook and Interactive Text Response, and Aspect would not sit on an island promoting the upside of jumping on the Facebook wagon. The Harvard Business […]
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