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 […]
What Is An API And What Can It Do For My Business?
I was recently at an industry event in London and found myself speaking with a highly qualified and experienced developer. This is the kind of guy who has been building voice applications for decades. And he was pissed. He was pissed that the years of experience he had building voice apps didn’t mean anything anymore, […]
Back to Basics – How Text And Live Chat Integrate
Customer service is more important today than at any point in recent history. Multiple studies, such as one by American Express in 2012, indicate that consumers are increasingly valuing companies that provide exceptional customer service. Companies have been progressively integrating technology (such as smartphone and computers) into their customer service strategy, often with varying levels […]