Member Since: 4th Mar 2015
Marketing Executive Click4Assistance Ltd
12th Apr 2019
This will be interesting to follow the results of this. I think it's always been difficult for companies to create business on social media unless they are the Virgin's or Apple's of the world.
On one hand they are closing themselves to the platforms that consumers are using several hours in a day but with so much content bombarding them would consumers really miss anything as they have become desensitised to what they see? Whereas the brands can really focus on making their customer service more personal via more private communication channels such as live chat, email and telephone.
22nd Mar 2019
Procuring a chatbot really shouldn't be a headache, the provider should easily be able to guide you through the process. Just because it's a newer technology it should be no harder than implementing another system .
22nd Mar 2019
A very informative and in-depth article! It doesn't matter how much customer service transforms over the years, there are always two elements that remain the same. Serving the customers purpose of being able to get an answer to question / gain advice, and benefiting the organisation by streamlining/improving their operations. When adding in a new customer service method it shouldn't be about replacing a current channel but instead adding to the spectrum of communication channels available.
3rd Jul 2017
Brilliant article Sue!
Representatives in shops, restaurants and other physical places have more opportunity to proactively serve visitors. It's important that this type of service is brought into other contact methods as this is what the modern day customer now expects. I recently wrote an article for Shep Hyken about the tools that can help organisations to proactively engage with website visitors, if you get a chance you can check it out here: https://hyken.com/customer-experience-2/guest-blog-proactively-engaging-...
4th Mar 2016
Great article. Live chat software is fantastic, customers have improved satisfaction and it brings companies repeat business, it helps reduce cart abandonment and helps productivity across the business, with more users being able to handle more enquiries at once.
26th May 2015
Great article, we primarily provide a business chat service, however completely agree that all technology not just live chat software should adapt to fit around businesses requirements and not that the business should fit around the technology. It's very exciting to have seen how technology has changed and to see where it is going next.