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Tag "Conversational AI"

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 12, 2022 • Conversational AI

Seamless customer support at the Formula 1 Heineken Dutch Grand Prix

In the run-up to any event, attendees will have numerous questions, such as "how do I get there," "where can I find my tickets," and "Is there somewhere to stay nearby." F1 fans often ask these types of questions before the Formula 1 Heineken Dutch Grand Prix.

Jul 28, 2022 • Conversational AI

How to meet customer demand on the move

Today’s transport operators face a fresh set of challenges. Sharing data between different parts of the organisation. Keeping customers happy across a multitude of channels. And leveraging technology to answer customer expectations—which can be summed up as “get it right, right here, right now”. These aren’t simple issues.

Jun 27, 2022 • Conversational AI

The future of customer service starts with multidisciplinary teams

86% of consumers say that good customer service can take them from one-time buyers to brand advocates. While great customer service is an essential focus of any successful brand, forward-thinking companies are forming customer-focused multidisciplinary teams to help create exceptional customer experiences.

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 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 • Conversational AI

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 • Conversational AI

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 19, 2022 • Conversational AI

The differences between chatbots and conversational AI

Although chatbots and conversational AI are sometimes used interchangeably, they aren’t the same thing. Today we’ll review the differences between chatbots and conversational AI and which option is better for your business.

May 16, 2022 • Conversational AI

How the customer relationship will define your business model

New generations of customers ask for different business approaches. Modern consumers are well-informed and tech-savvy, with high standards for any business. A customer-centric business model can help you live up to these standards. Let’s first have a look at these new generations before diving into how you can take on a customer-centric approach.

May 04, 2022 • Conversational AI

Choosing the right chatbot for you

You’ll no doubt have encountered chatbots in your day-to-day interactions with brands, financial institutions, or government organisations. You might not have realised it but chatbots can take many forms. Finding one that’s right for you involves knowing a little bit about how they work and what they can do.

Apr 14, 2022 • Conversational AI

Drawing up an omnichannel customer experience strategy

No matter what you’re trying to achieve, rushing headlong into it without a strategy is a sure-fire recipe for failure. And if customer experience is the victim of such lack of planning, then the damage to your business can be high: think the harming of your business reputation, loss of customer goodwill, and the eventual decline in sales.

Mar 28, 2022 • Conversational AI

Hybridising live chat with a chatbot

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.

Mar 21, 2022 • Conversational AI

4 types of chatbots to optimise your customer service

Chatbot technology has transcended simple commands to evolve into a powerful customer service tool. Learn about four types of chatbots and provide your customers with a unique automated experience.

Mar 07, 2022 • Conversational AI

Channels for your eCommerce customer service strategy

Next time you walk into your favourite brick-and-mortar store, try noting the number of service interactions you encounter in a single visit. Now, consider if you would get a similar experience online. It's time for multichannel retailers to reimagine the customer experience in a digital setting. Think — immersive, personalised experiences that grab shoppers' attention.

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