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The chatbot revolution is here, and having a bot that can talk to your customers online is key to your brand’s success and future growth. Chatbots scale quite easily and can handle hundreds of conversations at a time. This makes them the perfect candidates for tasks with a predictable and well-defined conversation flow. We’ve created a little cheat sheet with an essential…

Collecting quality customer feedback is great, but how can you ensure that it’s actionable for your business? Ask Less, Learn More If you’re sincere about understanding your customers’ experience in your contact center, stop asking so many questions. You’ll elicit more responses from short surveys that get straight to the heart of the matter. Short survey’s respect your customer’s time. What is the…

With $1.5 billion in annual sales, Omega World Travel is one of the largest travel management companies in the U.S. Approximately 200 onsite and virtual agents handle corporate, government and leisure travel, making or modifying reservations, generating quotes and exchanging tickets. Together they support three different channels—voice (inbound and outbound), email and chat (both inbound) in 19…

Chatbots are coming. Consider these stats*: 4 minutes is the average time savings with a chatbot enquiry vs. a traditional call$0.70 is the average cost saved per chatbot interaction for messaging-based banking bots11,000 operating chatbots now are on Facebook Messenger$174 billion could be saved across insurance, financial services, sales, and customer service Chatbots enable companies large and small to handle…

Recruiting excellent agents can be a challenging task. It can even be more difficult keeping them around once hired. According to the JOLTS survey from the Bureau of Labor Statistics, the employee turnover rate is higher now than it has been in the past 18 years. Retaining call center agents doesn’t occur by chance, it happens by…

With more than 1.5 billion active users, WhatsApp has more user adoption and growth than any other app. It’s an incredibly popular way for people to communicate, and this naturally applies to customers too. Let’s take a closer look at why WhatsApp is the next digital customer service channel you need. Why WhatsApp is exciting for customers 65 billion messages are exchanged on WhatsApp…

Rome wasn’t built in a day, and neither was the Internet. Great things require patience and development, and the same goes for digital customer service. It’s easy to integrate the right digital customer service solution, but taking full advantage of it requires a real adaptation to communicating with digital customers on social channels. It’s a long-term process that isn’t just…