Why IoT Will Enable a New, Data-Driven Era of Customer Service
IoT devices and sensors produce five quintillion bytes of data every day, and a recent Gartner report estimates that by 2020 there will be more than 20 billion IoT devices in use. The implications for this level of data production are widespread — it has sparked development of new computing technologies (edge and fog); placed […]
IVR Automation: The Right Idea but the Wrong Application
Routing customers to the right agent is important for both the brand and the customer: it ensures that customers don’t have to be transferred from agent to agent, which in turn equates to a better CSAT and overall brand experience. The routing process itself is also a great candidate for automation, and brands have increasingly […]
Chatbots for Customer Assistance: Why You Need to Rethink Your Strategy
In 2016, Microsoft CEO Satya Nadella declared that “bots are the new apps” during a company developer conference in San Francisco. He wasn’t the only one who shared this enthusiasm about chatbots, though. The enterprise communication giant, Slack, even created an $80M investment fund for bot startups, and brands like Staples and Macy’s rolled out […]
Top Considerations in B2B Versus B2C Customer Service
Today, brands have the luxury of being able to pick and choose the software tools that best suit their specific organizational needs. For example, there are different marketing and sales platforms for B2B versus B2C brands, because B2C and B2B brands have different requirements within these departments. Customer service is no different. The Stark Differences […]
What Audible’s New AI-powered service says about the Future of Voice- Based Customer Service
This week, Audible, the Amazon-owned audiobook subscription service, announced a new integration with Amazon’s Echo for contacting a voice support channel and receiving personalized book suggestions. The integration is the first of its kind, and opens up a new realm of possibilities for voice-operated customer service. Voice-operated automation for brand support has been around for […]
B2C Brands Deliver Exceptional Customer Service Experiences with Helpshift
Business to consumer brands require a specific B2C customer service solution. They’re dealing with massive scale, rely heavily on high customer satisfaction ratings — and in a perfect world, customers would have 24/7 access to their agents without having to wait on hold. However, in our imperfect world, offering this level of care is extremely […]