read
Subscription apps are running retention programs designed for a market that no longer exists. Email dunning, win-back discounts, quarterly onboarding tests, and a help center
read
Proactive engagement is an essential part of the customer experience. Reaching out to customers at just the right moment can make them feel appreciated, drive
read
In an era defined by automation and digital interactions, the human touch remains a powerful differentiator. Customers today crave more than just efficient transactions; they
read
Consumers increasingly prefer to solve their own problems whenever possible. Brands like Starbucks, Lyft, Uber, Fandango, and Airbnb that allow self-service within apps have trained
As early as 2017, the insurance industry outspent all other fields in investment in AI. According to the Global Trends Study 2017, insurance companies invest
read
IDC has estimated that 50 percent of retailers have adopted a retail omnichannel commerce platform by now. Doing so has benefitted them on the revenue
One of the secret weapons of the best customer service organizations is simple: knowledge. Knowledge management tools arm your human agents, your QuickSearch Bots, and
read
More than a decade ago, live chat emerged as a key customer service channel and proved to be a game changer for B2C brands. When
read
The idea of specific customer service chatbots for retail is not new. Ecommerce sites have been using them for long enough that most customers have
read
Listening to elevator music while waiting endlessly for a customer service agent to come on the line is becoming a relic experience for consumers. Today,
read
IoT devices and sensors produce five quintillion bytes of data every day, and a recent Gartner report estimates that by 2020 there will be more
read
Routing customers to the right agent is important for both the brand and the customer: it ensures that customers don’t have to be transferred from
read
In 2016, Microsoft CEO Satya Nadella declared that “bots are the new apps” during a company developer conference in San Francisco. He wasn’t the only
Follow us on
