Not too long ago, providing customer support via social media, live chat, or mobile channels would have been considered as going above and beyond. But this isn’t the case anymore – it’s now the norm and businesses of all sizes are expected to rise to the occasion. Research from Gartner suggests that companies to who to fail to respond to customers via social channels can incur a 15% increase in their customer churn rate. Continue reading The Future of Customer Engagement Begins with Smarter Technology →

One of the greatest stumbling blocks for organisations is the transition from an AI-based interaction to live agent assistance. When done poorly, the effects ripple across both the customer and agent experience. But, when the right balance is achieved, and the two systems work in harmony, both the agent and customer experience are elevated. It’s important to thoughtfully consider the customer’s journey, in its entirety, and design the transitions with that full experience in mind. Continue reading How to balance people and bots in your retail service experience →