Articles from Theresa Bullock

Jan 31, 2023 • 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. They were born between 1997 and 2012 and as such have been immersed in social media from a relatively young age. Since they 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.

Dec 14, 2022 • Customer Experience

Customer service trends for 2023

The customer service industry has had its fair share of challenges over the past two to three years, with COVID forcibly altering the face of customer care, in some cases permanently. Supply chain issues, inflation and cost of living crises have added fuel to the fire and presented significant challenges to an already over-stretched sector.

Dec 14, 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.

call deflection improve customer service

Dec 14, 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.

how-can-technology-help-remote-customer-service-staff

Aug 29, 2022 • Chatbots

Remote Customer Service Made Simple

Remote working has been a hot topic in Kenya for some time. The COVID-19 pandemic may have kick-started the home working revolution, but the quality of life benefits of remote working has 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.

Jul 12, 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 14, 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…