Clinton Uses Texting and Voice To Attack Sanders

We’ve written before about how texting could be used for political campaigns. You could use it for voter registration, voting day reminders, or even to set up a text hotline to get real-time feedback on what’s going on at polling places. But now we can add a new texting use case to the list: attack ads.

If You Had Your Own J.A.R.V.I.S.: What Artificial Intelligence In Business Might Be Like

What’s the coolest part of the Iron Man movies? The elaborate fight scenes? The dream team-ups? Tony Stark’s acerbic wit? At OneReach, some of us think the coolest part of the Iron Man movies is the artificial intelligence that helps power Tony Stark’s armor and business operations. That’s right—we’re talking about J.A.R.V.I.S., Tony’s occasionally sassy […]

I Tried To Text Domino’s for Pizza And Had a Horrible Customer Experience

Tired of ordering pizza over the phone? Domino’s understands—that’s why they’ve launched AnyWare, letting you “order your favorite oven-baked goodness on your favorite devices.” I’m not going to lie—this is a pretty awesome use case (in theory). With AnyWare, you can text, tweet and even use your Smart TV to order pizza and more, and […]

What Can You Do to Kickstart Your Self-Service?

Today’s customer service is becoming increasingly digital—35% of interactions now take place on digital channels. In response, more and more businesses are providing support across a variety of digital channels, including but not limited to SMS, social media, and web chat. And while the use of these channels is growing rapidly, the use of digital self-service […]

SMS Automation: Reach Out and Text Someone

Texting automation is the latest development in contact center technology. Also known as Interactive Text Response (ITR), SMS (short message service or “texting”) automation is part of an integrated phone technology platform which supports multiple channel communication. This system is designed specifically to improve the call center experience by managing customer problems in a quick […]

Interactive Text Response is the New IVR

With technological advances flooding the market everyday, interactive voice response (IVR) is looking more and more like a thing of the past. Modern speech technology dates as far back as the 1930s, but IVRs didn’t really come into their own until the late ‘90s. In theory, customers would be empowered to solve their own problems […]

10 Ways to Make Automated Text More Human

Text may be the most popular phone activity in America, but when it comes to customer service, voice is the channel to beat. According to a study by NICE Systems, 88% percent of customers speak with an agent over the phone, making it the most common customer service channel. In contrast, only 40% percent of […]

Enhance the Customer Experience, Tame the Robots

In a noble effort to cut costs, many businesses use interactive voice response (IVR) systems at contact centers. While this does lower contact center costs by reducing real-agent answer time, it also reduces customer satisfaction by a whopping 93% overall.