Live Chat – 5 Killer reasons you are doing it wrong

Posted on 28 August 2018 | by Áine McInerney | Leave a Comment

The cure for the common call

Whitepaper

There are plenty of new technologies, clever concepts and even trends that could help brands offer better service to customers. But the fundamentals of great service remain the same. We all want to feel recognised, listened to, valued and cared for. However some online customer service channels are more effective and popular than others and if not done right, brands will struggle to deliver on these age-old imperatives.

This white paper highlights online chat as part of an effective multi-channel customer service strategy.

Why a Virtual Agent is the must-have catalyst for enterprise business transformation

Posted on 28 July 2018 | by Áine McInerney | Leave a Comment

Why a Virtual Agent is the must-have catalyst for enterprise business transformation

Whitpaper

So, what’s the deal with Virtual Agents?

Virtual Agents are not only upping the personalisation stakes. The hybrid approach of blending AI with human support enables contact centre agents to focus on complex customer queries and transactions requiring an emotive connection. A Virtual Agent/AI-powered chatbot, when deployed correctly, with a set of specific goals, can generate leads, increase sales, and grow a business in a big way, switching on an entire additional support channel, and this is only the beginning!

Don’t go breaking their hearts, delivering great CX in retail

Posted on 28 August 2017 | by Áine McInerney | Leave a Comment

Don’t go breaking their hearts, digital customer service for the retail sector

Whitepaper

Are customers falling out of love with your brand in two clicks?

In our own lives, we appreciate that we cannot expect close relationships, family relations, or a marriage to survive and flourish if we don’t put time and effort into maintaining it. A business’s relationships with its customers is no different.

The customer journey map has many touch points, but the C’X’ that marks the spot is ‘first contact resolution’, which is why contact centres should shift their focus from average call handling times to develop strong online customer service strategies across multiple channels.

Virtual Agents – To bot or not?

Posted on 28 July 2017 | by Áine McInerney | Leave a Comment

Virtual Agents – To bot or not?

Whitepaper

AI software can play a powerful role when engaging with customers online.

Every few years we eagerly anticipate the next big thing in the realm of Artificial Intelligence. But like computing, it’s hard to distinguish between classifications for AI, sometimes referred to as machine intelligence, machine learning, deep learning, or cognitive learning.

There are lots of questions about how Virtual Agent, Chatbot, Intelligent Virtual Agent, Virtual Assistant, Personal Virtual Assistant, or Conversational Bot technology could enhance your online customer service
experience and if intelligent assistance will replace the contact centre.