Tag Archives: IM

Bots need to get emotional before they really make a difference to customer experience

There has been a lot of press about the potential of chat bots to revolutionise the customer experience. I am an advocate but see the obvious challenge in that, as things stand today, bots will only be as good as … Continue reading

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Customers are defining how they contact you – work with them

This blog is by Stephen Pryce, director of business development at City Park Technologies. One of the most important changes to the customer service market in recent years is that it is now the customer that is firmly in control. … Continue reading

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Should you be exploring Whatsapp for #custserv?

So now your multichannel customer service strategy allows customers to tweet, to post messages on Facebook, as well as calling or emailing. What could possibly be next? How about supporting Whatsapp? Before you reply that this is just a text … Continue reading

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Listening to the voice of the customer

The Internet is full of good and bad examples of customer service. Many people make a living just documenting all these case studies, but one recent example that went viral caught my attention. When a customer used a chat session … Continue reading

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31 hours on hold at the call centre

Research published in the Retail Times shows that British adults can expect to spend 31 hours of their life on hold with a call centre. This isn’t an attractive prospect for anyone based on the headline, but what’s important to … Continue reading

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Customers really don’t want to be ignored

Which channel do you prefer to use when accessing a company customer service centre? Most of us are familiar with a call to the free phone number or an email address like customerservice@bigfriendlycompany.com, but a lot of our focus at … Continue reading

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Webchat fading from view?

According to a BBC magazine article from last year, online chat is dead, or at least the use of Instant Messaging (IM) tools like Google Chat or Yahoo Messenger is declining rapidly. I wonder how much further the decline has … Continue reading

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Cross selling in a digital age

The last time I visited a post office in London to buy some stamps, the counter clerk asked me if I was interested in some foreign currency, and home insurance. This attempt to upsell various products I had not asked … Continue reading

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Bridging the digital divide

We have explored ideas on this blog related to new contact methods – many consumers are complaining about poor service using social media channels and brands are starting to answer those complaints without ever being called. But what might happen … Continue reading

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