Articles from Theresa Bullock

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Sep 06, 2023 • Chatbots

How AI Chatbots Can Increase Sales and Reduce Costs

With increased consumer and business choice comes increased pressure on sales teams. Now more than ever, it’s vital to ensure leads are qualified and every sales team member is maximising their chances of converting. Equally, cross-selling to existing customers and growing revenue per user is crucial to building incremental revenue. So how can you generate a large volume of leads, qualify them and ensure your team is only going after those leads most likely to convert?

Sep 06, 2023 • Chatbots

How to Build a Great Chatbot Experience

Having a chatbot on your website or social channels is a good start. After all, it shows that you care about delivering a great experience to your customers, and you want them to be able to contact you in a way that’s convenient for them. However, if that chatbot doesn’t provide a great customer experience, it can instantly undo much of that goodwill. A chatbot is only as good as the answers it offers. Here are four key chatbot components you need to consider.

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Aug 11, 2023 • Chatbots

How to Use AI Chatbots to Improve Customer Service

Customer service teams encounter a broad spectrum of challenges in their daily operations. Customer expectations have surged to unprecedented levels, and the influx of repetitive inquiries can strain their patience and induce unnecessary stress. This phenomenon likely contributes to the relatively short tenure of customer service representatives, with an average job retention of just 12 months.

Feb 16, 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.

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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.

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.

Nov 16, 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.

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Aug 29, 2022 • Chatbots

Remote Customer Service Made Simple

Remote working has been a hot topic in South Africa 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.

Aug 17, 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 05, 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…