There has been huge growth in artificial intelligence (AI), bots and automation technologies in recent years, as well as a distinct rise in new messaging channels. This report gauges what customer service executives think of these technologies and how prepared they are to implement them.
“Today’s customer is digitally savvy and expects customer service on their terms, in the moment and effortless. But brands are still forcing customers to archaic channels, making them navigate through seemingly endless automated call menus or wait at their laptops for a live chat agent to respond.”
In this week's Conversation Round-up, Ido takes a look at the launch of WhatsApp's new Catalogs feature and shares his thoughts on catering to Gen ZRead more
In this week's Conversation Round-up, Ido discusses the benefits of a unichannel customer service strategy and reflects on our Client Advisory BoardRead more
Chris explains why a unichannel approach to customer service is the intelligent solution for brands that put customers first.Read more