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Digital Engagement Blog

10 Chatbot Best Practices

How do you make customer service effortless, fast and efficient?  It's not by talking to a live person!

As a company whose mission is to provide the best possible self-service, we understand the good, the bad and where the industry is going. And we’ve also seen that most customers will self-serve over talk to an agent.  Even Dave Pell avoids agents.

Topics: Customer Care Customer Engagement Mobile Engagement

Mobile Customer Care:  5 Signs You're In Trouble

Is mobile customer care something you should pay attention to or can you ignore it for now?  Here are 5 red flags that help you decide if you can wait any longer. 

1) You got a high percentage of mobile calls coming into the contact center

A high percentage of calls coming into your contact center from customer on mobile phone suggest your customers have made a shift.  That shift is one to greater expectations for speed, ease and experience that mobile brings to the table.  Of the 1.5 billion calls we process through our IVR every year, a typical client sees 70% of the calls coming from mobile devices.  The expectation of these callers has rapidly changed and your enterprise needs to be ready service them on their terms.  You get one red flag for thinking mobile calls can be treated like a regular call.  And a bonus additional red flag for not knowing percent of inbound customer service calls come from mobile devices.

Topics: Customer Care Mobile Engagement Customer Experience

A Chatbot Framework

Today there is a lot of hype and buzz around Chatbots, artificial intelligence, and cognitive computing making it difficult to understand what is actually feasible and what can actually have an impact on your business.

TechCrunch recently said, “What’s really surprising is that, despite all this hoopla, it’s hard to find a single chatbot that’s actually a really good product.

Of course, we can wrangle over the definition of what makes a good product, but in its simplest terms, a great product would have three traits:

Topics: Customer Engagement Digital Context Mobile Engagement

A Peek Into The Digital Strategy Playbook Of Top Brands

One of the biggest challenges businesses face today is how to win, serve and retain the digital consumer

Mobile, digital and IoT are forcing major changes in digital strategy, business models and value chains.

Rules and frameworks that worked five years ago are under direct attack. So how does a business develop a digital strategy playbook?

Topics: Digital Context Mobile Engagement Digital Commerce