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Articles from Theresa Bullock

Mar 06, 2023 • Chatbots

Working smarter not harder: the rise and rise of retail chatbots

Retail chatbots will be familiar to many and are particularly useful in fast-paced, information-dependent industries. Getting the information to customers quickly while they’re poised to convert is hugely important but challenging without automation.

Feb 09, 2023 • Chatbots

Five things you need to know about acquisition chatbots

Acquisition chatbots, or lead generation chatbots, are gaining traction within sales teams for their ability to gather and triage new leads and upsell existing customers. Here, we answer the five most commonly asked questions and show you how an acquisition chatbot can revolutionise your sales function.

Aug 22, 2022 • Conversational AI

Your customers are speaking; are you listening?

The phrase, “The customer is always right,” has never been more true than today. Customer service expectations have skyrocketed over the past five years, with a host of platforms and services continually one-upping each other in the pursuit of customer satisfaction.

Aug 15, 2022 • Mobile Service Cloud

Gen Z: the future of customer service

More than any generation before it, Gen Z has a different attitude towards the work environment and work-life balance. Born between the mid-90s and approximately 2010-12, depending on who you ask, Gen Z have been immersed in social media from a relatively young age and have never known a time before mobile phones and the internet. They’ve been ‘plugged in’ since day one. For that reason, they embrace technology more readily than any generation before them.

Jul 18, 2022 • Chatbots

Remote customer service made simple

Remote working has been a hot topic in the UK for some time. The COVID-19 pandemic may have kick-started the home working revolution, but the quality of life benefits of remote working have often been pondered by forward-thinking management. With many teams still working at least semi-remotely, it’s more important than ever to consider how teams communicate to enable them to work effectively outside the office environment.

Jun 30, 2022 • Mobile Service Cloud

The benefits of SLA-driven customer service

SLAs, or Service Level Agreements, will be all-too-familiar to agencies, contractors, and in-house teams, but are you using them as effectively as you could be? SLAs are agreements used to outline the standards expected from external suppliers but they can also be used between departments to commit to specific levels of service.

Jun 23, 2022 • Conversational AI

Optimising customer service with the right metrics

If you’re investing a sizeable budget in refreshing the way your customer service operates, you’ll naturally want to see significant ROI. It’s very easy to focus on immediate results and then forget the iterative process of refining a solution to ensure it’s still delivering in 12 or 24 months’ time and beyond.

Jun 12, 2022 • Mobile Service Cloud

Why encourage collaborative customer service?

In customer service terms, the fastest route to a satisfactory resolution for the customer is undoubtedly the right one. But how can you deliver outstanding customer service and avoid overloading your agents? The answer is to implement collaborative customer service…

Jun 06, 2022 • Conversational AI

Low code vs no code: what’s best for your organisation?

Digital transformation can be intimidating. Particularly if you don't have a developer on your team or the ability to code yourself. No code and low code platforms are becoming more and more popular for this very reason. They enable you to take full advantage of the digital revolution without necessarily having all the technical knowledge to create platforms and applications yourself. So let's take a look at low code and no code solutions to find out which is best for your business.

Jun 02, 2022 • Chatbots

The self-service revolution in customer support

Self-service is more than a buzzword; it’s a vital part of modern customer service that means your customers can get answers fast and your customer service team can focus on the issues that really matter. Allied to that, self-service can reduce costs and have a positive effect on the mental health of your customer service team. Not to mention the equally positive effect it has on brand perception.

May 25, 2022 • Chatbots

How to improve customer service with call deflection

The key to providing world-beating customer service is to ensure your team has the time and the bandwidth to deal with every customer’s issue effectively. That means ensuring call volumes are reduced and customers are able to self-serve. That way your team can focus on customers that need their time the most.

May 04, 2022 • Chatbots

Seven chatbot use cases to improve customer experience

You’ll no doubt have encountered chatbots in your day-to-day interactions with brands, financial institutions, or retail businesses. You might not have realised it, but chatbots can take many forms. Finding one right for you involves knowing a little about how they work and what they can do. To help you on the way, here are seven chatbot use cases to improve customer experience.

Mar 28, 2022 • Chatbots

Hybridise live chat and chatbots to optimise customer service

If your customer service strategy doesn’t include live chat, you could be missing out on a big boost to customer satisfaction scores. Live chat offers short waiting times and the ability for customers to get on with their day while your team solves their issues. However, it can be a burden for your customer service team as a large proportion of their time is often spent dealing with repetitive questions that are easily answered but time-consuming to resolve.

Feb 21, 2022 • Mobile Service Cloud

How can your customer service agents achieve Inbox Zero?

Reduced stress, increased productivity and satisfied customers. Just some of the benefits of effective inbox management.

Feb 03, 2022 • Chatbots

6 chatbots to revolutionise retail and eCommerce

In the super-competitive world of retail, automation can make the difference between success and failure. Spend too much time on laborious returns or repetitive questions and you’ll have none left to focus on sales strategies and building your customer base. Automating important elements of your retail operation can free up your staff to do great things.

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