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 […]
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.
Why Contact Centers Should Offer Texting to Customers
This post originally appeared on ICMI. The use of digital channels for customer service is on the rise. Recent research by Dimension Data found that over 35% of contact center interactions are now digital, not voice-based. In fact, digital interactions in the contact center will surpass voice interactions in two years’ time. Text messaging is […]
7 Lessons Star Wars Can Teach You about Customer Service
With Star Wars: Episode VII – The Force Awakens set to debut in just a few days’ time, we couldn’t be more excited. The decades-old space saga is sure to send us on a new, fantastical adventure, complete with lessons on friendship, family and the Force (and of course, lightsaber duels). In the midst of […]
Texting Your Hotel—The Next Evolution of Hospitality Customer Service
Customer service doesn’t take a vacation, and neither does the hospitality industry. Staff are always on call 24/7 to meet the needs of visitors and travelers, wayfarers and wanderers. But the needs and wants of customers are changing. Over 85% of travelers bring their smartphone with them when they travel, and 63% of U.S. travelers […]
How Cross-Functional Support Benefits Your Business
Startups can be crazy, exciting places to work. While it can often feel like there are more balls in the air than hands to catch them, somehow everything ends up getting done. This is because, many times in startups, people from one department jump into another department to tackle the tasks at hand. The collaborative, […]
What’s the Best Way to Improve Customer Service? 63 Influencers Weigh In
What’s the best way to improve customer service? It’s a great question, and perhaps one of the most difficult to figure out. That’s why we asked 63 industry experts for their take on the best way to improve customer service. When we took a look at all the answers, we found that the most frequently suggestion to customer […]
14 Low-Cost Ways to Celebrate Customer Service Week [SLIDESHARE]
With Customer Service Week on the (very near) horizon, excitement is high and budgets are, well, where they are. Keeping costs in mind, we’ve come up with 14 low-cost ways to celebrate Customer Service Week, with some help from our #ICMIchat friends.
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 […]