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Digital Engagement Blog

Chatbots Could Reduce Cost of Customer Care by up to 29%?

A recent report from BI Intelligence suggests that significant savings can be achieved in customer service when Chatbots (and other tech) are deployed.

“Chatbots also have the potential to help businesses significantly cut labor costs. While complete automation of the customer service workforce is not feasible, automating customer management and sales positions in the US where possible through Chatbots and other automation technologies would result in considerable savings.”  (The Chatbot Explainer, BI Intelligence, July 2016)

In this post we're going to take a closer look at this POV and see if we can peel back a layer or two of that onion.

Topics: Customer Care Mobile Engagement

Time to Invest in Chatbots?

It looks like “everyone” is getting on the Chatbot boat.  They are hyped and hot and… I’ve gotta have one.  Or maybe not.

Motivations to get on the Chatbot boat vary.  Some will use this technology to automate simple tasks not critical to the business. These simple bots might have a WOW factor but don’t provide much business value.  For example, here is a list of 51 corporate chatbots across industries.

But others, like many readers of this blog, might have higher standards stemming from the demands of running large scale contact centers and customer engagement programs.

So is it time for you to invest in Chatbots?

Here are four recommended Chatbot investment criteria to consider before you jump on the Chatbot boat:

Topics: Customer Care Mobile Engagement User Experience

Texting, Messaging & Chat Compared

What are your communication options when you need to engage mobile prospects and customers?  Given that a good old fashioned phone call doesn't even crack the top five most used apps on a smartphone, it's a safe bet to consider that your best engagement options are going to involve tapping instead of talking.  

In this blog post we compare three options:  Texting (SMS), Mobile Messaging and Online Chat. While these terms often get used interchangeably, they are in fact three very different options, each with their own characteristics to consider. 

Topics: Customer Care Digital Context Mobile Engagement

Where Are My Digital Customers Spending Time?

 “We need to be where our customers are.”

We hear this statement frequently as we talk to digital and customer care execs.  Execs want to be close to customers and at the same digital watering hole so they have a fighting chance to engage them.  Let's take a look a some recent market data to see if we can figure out "where customers are."

Topics: Customer Care Mobile Engagement