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.”
This week, I'm sharing a note we sent to the Conversocial team about COVID-19 and what we're doing across the company.Read more
Due to COVID-19, brands are receiving inbound messages in unprecedented volumes. Here's how we used data and analytics to solve their customer experience issues.Read more
We looked hard at ways we can help other businesses during these challenging times and here's what we are doing to help...Read more