How Self-Service Automation Elevates the Customer Experience
Consumers increasingly prefer to solve their own problems whenever possible. Brands like Starbucks, Lyft, Uber, Fandango, and Airbnb that allow self-service within apps have trained us to go out and get the services we want, when we want them. Time of day doesn’t matter, and we don’t have to endure small talk to get to […]
Call Centers vs. Contact Centers: The Role of Automation and Messaging in Elevating Support
Listening to elevator music while waiting endlessly for a customer service agent to come on the line is becoming a relic experience for consumers. Today, what used to be called “call centers” are now “contact centers” — and they are ripe for automation. These centers still handle incoming and outgoing voice calls, but they also […]
What Companies Can Learn From Netflix’s Record Breaking Month on Mobile
On Friday, Netflix announced a new record for consumer spend on mobile: the streaming service raked in $86.6 million across iOS and Android, a figure 77 percent higher than the $49 million the company generated last November. The consumer move to mobile has been gaining traction for years, with mobile market share currently at 44.19 […]