Gartner | Improving Digital and Self Service Capabilities to Sail Through Covid-19
Companies are employing digital tools to help with triaging the increased request volume.
CTO of [24]7.ai Shares Why Conversational AI Needs Conversation Design
Conversation design is critical to realizing the benefits of conversational commerce.
Why Texting Is a Great Match for Workforce Optimization
The rise of messaging for business communication has taken the world by storm, and your contact center needs to be ready to respond. But first, you need to make sure you’re responding on the right channels. Research done by Harris Poll and commissioned by OneReach found that over 60% of customers would rather text than […]
[INFOGRAPHIC] How Bad Customer Service Affects Your Business
This guest post is written by Robbie Richards, a member of the content marketing team at Jitbit. Consider this: 89% of consumers have stopped doing business with a company because of a bad experience. AND… 86% will not purchase from a business with negative online reviews. The takeaway? Bad customer service is the fastest way to […]
7 Companies Whose Customer Service Makes Us Swoon
Last week, a bunch of fellow #ICMIchat-ers and I met to discuss our customer service crushes, just in time for Valentine’s Day. Some of the regular suspects were mentioned (Amazon and Zappos, naturally), but it got me to thinking—what are some other brands that are doing customer service really well? What really makes them great, […]
OneReach Helps Power City of Evanston’s Restaurant Inspection Text Messages
The city of Evanston, Ill. has worked with OneReach to provide residents with the ability to check the health inspection scores of local restaurants over text.
How to Provide Great Customer Service Across the Globe
There are 7.125 billion people in the world. Each person is a unique, complex individual with their own likes and dislikes. Unfortunately, less than 50% of global businesses offer personalized customer service, despite a desire from 70% of customers. And while 69% of customers expect businesses to link communication channels together in real time, only […]
Contact Centers Will Go Digital By 2017
Contact centers need to get ready to get digital. According to the 2015 Global Contact Centre Benchmarking Report by Dimension Data, digital interaction will outpace voice interaction within the next two years. Digital interactions currently comprise 35% of customer interactions: this includes IVR, text messaging, mobile applications, social media, websites, and more. This is in line […]
Self-Service: The Next Channel You Can’t Ignore
Self-service has been around for generations, from the advent of personal shopping in grocery stores to the global presence of ATMs. But it was really in the last quarter century that self-service hit its stride, thanks to the rise of the Internet. Customers can solve their own problems or answer their own questions thanks to […]
5 Holiday Customer Service Tips
The holidays can be a stressful time for your customers: they’ve got gifts to buy, lights to string up, and people to fight off before they grab the last half-price flat screen TV. If you work in customer service, you’re well-versed in the frantic frenzy during the holidays. And, with business booming during the winter […]