Monthly Archives

August 2015

I Tried To Text Domino’s for Pizza And Had a Horrible Customer Experience

By | Automation, Big Ideas, Communication, Customer Experience, Customer Satisfaction, Customer Service, Gripes, Mobile, Mobile Payments, Texting, Use Cases | 4 Comments

Tired of ordering pizza over the phone? Domino’s understands—that’s why they’ve launched AnyWare, letting you “order your favorite oven-baked goodness on your favorite devices.”

I’m not going to lie—this is a pretty awesome use case (in theory). With AnyWare, you can text, tweet and even use your Smart TV to order pizza and more, and all you have to do is send a pizza emoji.

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OneReach Launches Shared Short Code

By | News, Texting | No Comments

Big news! OneReach has debuted a new shared short code, 70700, as an alternative to our existing long code numbers. Clients can choose a name for their short code program (ie “CompanyInfo”), which will also serve as their keyword.

End users who text in that keyword into the shared 70700 number will be directed to a client’s flow associated with that keyword. Clients can also assign several different keywords to the 70700 number and have all the keywords direct users to the same flow.

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How to Provide Great Customer Service Across the Globe

By | Customer Experience, Customer Satisfaction, Customer Service, How To | 2 Comments

There are 7.125 billion people in the world. Each person is a unique, complex individual with their own likes and dislikes. Unfortunately, less than 50% of global businesses offer personalized customer service, despite a desire from 70% of customers. And while 69% of customers expect businesses to link communication channels together in real time, only 38% of businesses offer that.

However, there’s an inherent danger in generalizing global customer service, partly because expectations vary from country to country. For example, in Japan, customers experience omotenashi, or the absolute dedication of service to a customer and their needs. In South Africa, customer service employees are expected adhere to the principles of Batho Pele (People First), which include high levels of courtesy and service standards. But in Eastern Europe, customer service representatives view service as more of transaction than a relationship, putting customers on hold without asking and addressing customers in a direct manner.

But meeting cultural expectations is just one of the many challenges of global customer service.

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