Tag: Customer Service

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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An Epic Customer Service #Fail – And its Solution

Customer waits on-hold for 8 hours

When a Toronto man phoned an online electronics retailer for help with his order, he had no idea that the call would become a hyperbolic jump into the customer service looking glass. Due to an extraordinary glitch in…

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How Do Chatbots Work?

How do chatbots work? Shows InTheChat's Twitter bot for customer service

Suddenly, everyone is talking about bots. As homescreens become more and more overwhelmed with multiple apps, bots are seizing an emerging opportunity: providing the same services offered by apps within a single messaging platform. Facebook Messenger, Twitter, WeChat,…

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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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PeopleShock: The Path to Profits when Customers Rule (Review)

PeopleShock, a customer experience book by Tema Frank

PeopleShock: The Path to Profits when Customers Rule By Tema Frank Essential Views Publishing, 316 pages, $17.95 (USD) In the age of automation, where fewer and fewer processes involve human intervention, people have become more important than ever….

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ITC Wins the Eggie; Newegg Customers Win with Digital

Eggie Award from Newegg

An egg today is better than a hen tomorrow. -Benjamin Franklin InTheChat Awarded Most Innovative Customer Service Initiative at the Eggies The Consumer Electronics Show in Las Vegas is home to the Eggies, an annual awards gala where…

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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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