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Most people have a common problem – they don’t have enough important conversations. But it’s not because they need more tools for creative problem-solving conversations – they need more time.
You Don’t Need An App for That
In July of 2013 Toby Shapshak, the South African speaker, strategist and editor of Stuff Magazine, did a TED talk called You Don’t Need An App For That. Business leaders, innovators and experience designers would soon realize how profound this TED talk was to the rest of the world. Shapshak’s astute observations and message to […]
Weekly Review: 06/19
Happy Friday! Here’s our picks for the best customer service, customer experience, bot and mobile articles of the week, in no particular order.
5 Reasons Why Your Customer Service Should Include Chatbots
It’s an exciting time to be involved the customer service and communications space. There are more ways to interact with a brand than ever before (email, Twitter, even Snapchat), but one of the most new and exciting advancements is chatbots.
Why AI Is Well-Suited for Business Communications
Business communications have traditionally been person to person—someone answers the phone, sends an email, etc. But in recent years, business communications have started incorporating automation in their IVRs, live chats and call routing. In fact, 53.6% of contact centers today use IVRs. However, some businesses have moved beyond using automation in their business communications—they’re using […]
3 Things to Consider When Building Your Own Communication Solution
Empowerment. That is the word that comes to mind when one considers how recent technological changes have affected a business’ ability to create compelling communication experiences. Despite the fact that the basic tools for making a phone call haven’t changed much in the last 150 years (even your smartphone still offers you a standard numeric […]
Year End Review: Customer Service Trends in 2015 and Beyond
As we look back on 2015, it’s tempting to refer to that age-old adage: “The more things change, the more things stay the same.” This year, that couldn’t be further from the truth. That’s because 2015 was the year the technology really made its presence known in customer service. Automation, artificial intelligence, social media, CRM […]
Twitter vs SMS: What’s the Best Way for Companies to Engage?
If you stop and think about it, Twitter and text messaging aren’t so different. They both have limited characters (140 and 160), they’re both fast-moving channels, and they’re both widely-used channels. But how widely-used? Let’s take a look.
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 […]
Hold Up Your End of The Conversation With Transactional SMS
How many text messages do you think the average American exchanges each month? 100? 500? Try 914. That’s roughly 30 texts a day, or more than double that if you’re between the ages of 18-24. Now, a good chunk of those text message conversations in your personal life will be conversational (“I miss you”, “Just […]