customer service

As the industry gravitates around Customer Experience (CX) for revenue growth, CX measurement becomes a vital element of business strategy

Businesses are making progress by adding more digital service channels to keep up with customer demands; however, this progress often comes at the expense of service quality by creating more inconsistencies and increasing customer frustration, according to new research by Pegasystems Inc., the digital process automation company.  Over the course of 2020 and into 2021, the […]

When marketers say the customer has the last word, the feedback is not limited to the product alone. Today’s customer is intelligent and forever on the move, balancing presence across multiple platforms with ease. How the marketer attends to the customer, to how they interact after the sale – everything can make or break a […]

Many organisations witness higher growth rates and investment plans with AI, while some struggle with its performance. Artificial Intelligence has earned the tag of ‘improved execution’ among all global brands. AI integration was an unavoidable addition for several organisations in 2020, and they do not regret it. A McKinsey survey, The state of AI in 2020, […]

More than two thirds of U.S. consumers expect to do their holiday shopping online this year, while 60% also anticipate hitting brick-and-mortar stores, reflecting a preference to use multiple retail channels, according to an SAP SE sponsored survey by online market research firm Dynata Consumers Want the Freedom to Control Their Own Brand Experiences With the […]

Businesses Can Now Handle Instagram Messaging Requests at Scale with Zendesk Zendesk, Inc. today announced the addition of Instagram messaging to its customer support offering. This means businesses can now provide customer service on Instagram from directly within Zendesk.  As a leader in messaging for customer service, this aligns with the company’s continued investment in new social […]

Accelerates Twilio’s Journey to Build the World’s Leading Customer Engagement Platform Trusted by Developers and Companies Globally Data Platform Provides Businesses a Unified Customer View to Better Understand Customers and Engage More Effectively Expands and Strengthens Use Cases Across Customer Service, Marketing, Sales, Product and Analytics Twilio today announced that it has entered into a […]

Genesys survey highlights cultural differences as the U.S., China and India show the highest rate of frustration while seeking help. More than half (52%) of U.S. respondents in a recent survey revealed that they become so frustrated when soliciting customer support that they swear or even cry. This figure is similar to U.K. survey results (50%) […]

A new retail report by CFI Group and Radial shows that 38% of customers generally avoid participating in retail loyalty programs. Many customers just don’t see enough value being offered in loyalty programs to make it worth joining. Retailers have an obvious incentive to add more customers to their loyalty programs. Our study shows that retail loyalty members are […]

Chatbots have sparked a debate about their effectiveness and appeal to customers. A lot of it depends on how customers feel about talking to a bot during customer service requests. That’s where NLP comes in. NLP, or Natural Language Processing, as per Gartner, is a technology that “involves the ability to turn text or audio […]