Tag: customer experience

Customer Service Chatbot Success Stories to Learn From

Chatbots for customer service are still new and unfamiliar to many, and it can be difficult to identify use cases that customer service chatbots could be useful for. So we’ve put together a profile of four very different…

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Infographic: Customer service chatbots in 2018 – trends and facts to know

It can’t be denied that consumer preferences for customer service channels are shifting more rapidly than ever, with the rate of consumers who identify digital channels as their preferred mode of  communication ever on the rise. Unfortunately, the…

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Using digital customer service to boost revenue through customer retention

It is a truism that it costs businesses far more to acquire new customers than to retain existing customers. And yet, according to a report published in Harvard Business Review, most companies still use the customer acquisition rate…

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The hidden costs of digital silos

The call center has undergone a drastic transformation in the past decade. More and more, call centers are becoming customer contact centers, where customer service agents provide support over a variety of channels – phone, email, live chat,…

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Infographic: the number of channels is on the rise. What’s your plan?

Increasingly, consumers want to communicate by messaging It’s no surprise that today’s consumers are increasingly digital, and that more consumers than ever expect to be able to handle customer service interactions over digital channels. Consumer expectations are clear:…

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The Benefits of Apple Business Chat Beta

In March, Apple Business Chat launched in beta in the U.S. with iOS 11.3. Business Chat enables users to communicate directly with businesses through the Messages app on iPhone and iPad. InTheChat is a customer service provider that…

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The importance of omnichannel customer service for credit unions

It sometimes seems weird to think that the launch of the first iPhone – what many people commonly think of as the “first” smartphone (at least in the way we think of smartphones today) – happened in 2007….

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Solving the contact center customer/agent cycle of frustration with CRM and channel consolidation

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It’s hardly news that brand loyalty is gone, and is not likely to return any time soon. In today’s marketplace, brands can no longer expect established brand equity to be a differentiator. What has emerged as the new…

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The benefits of asynchronous messaging for your contact center

In considering how to move forward with formulating strategy for digital customer service, it’s important for companies to understand what is driving the rising demand for customer service over digital channels. Consumers aren’t just switching to digital channels…

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2018 Is The Year Companies Are Making Decisions About Digital Desktop

A fundamental shift has occurred in the way that business is approaching strategy for digital desktop in the contact center. Companies are no longer having conversations about if they need to move forward with a digital strategy, nor…

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