Chatbots: one channel among many

25 Jul 2019 5 min

Though the phone channel is still the preferred mode of communication, the chatbot is the future. The conversational agent has become a channel in its own right. To ensure it is integrated in line with your customer relationship strategy, the key is to get the right support.

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Chatbot has become a channel in its own right

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Interconnectedness – the solution to its own problem

7 Dec 2018

7 min

Interconnectedness – the solution to its own problem

The evolution of technology has made it possible to manage customer interaction on a single, interconnected channel. In an era where communication between organizations and their individual customers is fuelling an increased number of interactions, why not use smart technology to take care of your low-complexity cases?

That’s what gets results

21 Dec 2018

7 min

That’s what gets results

Every organization recognizes the importance of good customer service, but it’s how they approach it that makes the difference between exceeding and merely meeting expectations.

The Community Manager’s place in customer relations 2.0

21 Dec 2018

5 min

The Community Manager’s place in customer relations 2.0

What exactly does the Community Manager do within the organisation? Should this role be integrated into customer services or left autonomous? How can customer services also negotiate this digital bend?

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