Is Your IVR Costing You Customers?
#Customer Engagement, #Modern IVR
IVRs have been workhorses in customer service seemingly since the dark ages. But too many of them have been ignored by…
Sure, Omnichannel Would Be Cool. But How Do You Start?
#Customer Engagement
Maybe you’ve been there: A big meeting about how your company is going to make its online customer experience truly…
Stop Making It Hard to Be Your Customer
#Customer Engagement, #Virtual Agent (Chatbots)
Why is it so important to understand customer effort in your digital channels? Because when you make it difficult it…
Get Your Chat Ready for the Holidays —There’s No Time Like the Present
Warning: Your competitors are getting chat ready for the holidays. When your customers start shopping for the holidays…
Is Your IVR a Dinosaur? Here’s How to Evolve It
Is your company resigned to living with an IVR that’s stuck in the Jurassic era? It seems like that long since the…
How Will Self-Service and Assisted-Service Make Customers Happier?
Many people are unhappy or just plain miserable when they try to resolve issues on the phone or online. Poor customer…
How Predictive Experiences Became Possible—and Why You Should Care
Years of interacting with customers online has come down to this: people expect companies to understand who they are…
Spark Summit 2015: Learn How We “Spark” Better Customer Experience
We talk a lot about how our predictive analytics capture intent so your customers get experiences that boost…
Is Your Company Asking These 8 Questions to Improve Chat?
We work with companies at practically every stage of implementing chat, from still-using-static-buttons to talking-in-…
