Aug 13 2017 Transaction Monitoring Improves Customer Satisfaction
Today’s consumers are well-informed, connected and know what they expect from their interactions with businesses. Not only that, their interactions are electronic, and their loyalty to a brand or business is difficult to hold. Their expectation of instant satisfaction leaves little room for poor performing systems and applications. That means more than ever, transactional success […]
Read MoreJul 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 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 07 2017 What’s Wrong With Being Small
Twenty-five years. This year marks the 25th year for MicroAutomation. Wow, that’s a long time! A few months ago, when I realized that MicroAutomation has been in existence for almost a quarter century, I found myself reminiscing about the early days and remembering all of the challenges we have faced since we opened our doors. One […]
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