Tag: customer satisfaction

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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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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Every customer is a digital customer: the growing digital customer expectation gap

While it’s true that digital technology continues to revolutionize the business landscape at a blistering pace, making it hard to anticipate with certainty what the future might look like even just three years from now, let alone five…

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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

No Picture

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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Do you have your chatbot? Thoughts from the Facebook F8 Conference

InTheChat attends Facebook F8 Conference

San Jose, Tuesday, April 18 – Every April Facebook hosts its annual F8 Conference, offering two days’ worth of activities aimed at keeping participants up-to-date with the platform’s latest developments. The conference provides an excellent venue for showcasing…

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Digital Customer Care Boosts Satisfaction in the Wireless Space

Cells talking about customer satisfaction with their cell provider

Digital has surpassed voice. According to a study by J.D. Power, online service tools have won over traditional phone-based care as more wireless customers are resolving inquiries online, either through self-service tools or via live chat. Increased satisfaction…

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Surviving and Thriving in the Holiday Rush with ITC

Black Friday rings in the retail world’s inevitable holiday rush. Crowded stores, long lines, frantic shoppers and overwhelmed salespeople define the season for many of us. So, it’s not surprising that this year’s Thanksgiving weekend, more purchases were…

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