Category

Big Ideas

Why Your CEO and Customers Don’t See Eye to Eye on Customer Experience

By | Big Ideas, Customer Service | No Comments

This guest post is written by Jen Diaz, Program Manager at Irrevo.

Stories of outrageously amazing customer service catch a lot of attention, whether or not they’re actually true. Everyone has heard the legend of the fellow who returned a snow tire to Nordstrom, even though the story that’s passed around is missing some context. If some Home Depot employees drive four hours each way to find you a snowblower, you’d be a happy snowbird. But studies show that customers and business owners don’t always see eye-to-eye on the definition of good customer service.

Read More

conversational bot

The Perfect Tool(s) for Joining the SMS Bot Gold Rush

By | Automation, Big Ideas, Mobile, Mobile Payments, Texting | No Comments

Through the history of the Internet, we’ve seen a bots of all flavors (scrapers, viruses, worms), all often giving bots a bad name. They’re small bits of code that can carry out a host of malicious actions–stealing web content, screwing up web analytics, and encouraging click fraud.

This all sounds pretty dire, but more recently, the concept of bots has been harnessed for more and more good. And one of its new and improved forms is  conversational SMS bots. Read More

business bot

Why Your Business Needs a Bot

By | Automation, Big Ideas, Customer Service, Self-Service, Texting | One Comment

Both technological capabilities and consumer preferences are evolving faster than ever before, which amplifies the challenge organizations have as they attempt to establish and maintain competitive advantage. It is not surprising, then, that organizations of all sizes are struggling to adopt artificial intelligence and weave it into a comprehensive consumer engagement strategy.

The promise of artificial intelligence (AI) is compelling; a world where humans can interact with intelligent computers to perform tasks more efficiently. While 2016 may not be the year the promise of AI is fully realized, it is certainly the year that it becomes an integral part of  communication strategies for leading organizations. In fact, these emerging capabilities are increasingly being applied to business.

Read More

communication solution

3 Things to Consider When Building Your Own Communication Solution

By | Big Ideas, Communication, Operations, Tech Support | No Comments

Empowerment. That is the word that comes to mind when one considers how recent technological changes have affected a business’ ability to create compelling communication experiences. Despite the fact that the basic tools for making a phone call haven’t changed much in the last 150 years (even your smartphone still offers you a standard numeric keypad, not so different from the rotary phones of old), we are entering an age of innovation around communications such that the world has never seen before. And best of all, many of these technologies don’t require heavy-lifting from IT teams.

Unlike the monolithic incumbents in the enterprise communication space that require multi-million dollar upfront investments and multi-year deployment schedules, the future of communication lies in software. Developers are now able to leverage communication APIs to build proofs of concept in hours or days that they can share with their business partners. Similarly, business analysts can leverage drag-and-drop user interfaces to build communication solutions in minutes, without having to request development resources. Never before have both technical people and non-technical people had so much ability to create meaningful solutions.

However, there are real risks and process challenges to account for when trying to build your own communication solution. There are both technological and experiential conditions that you must account for.

Read More

customer service trends in 2015

Year End Review: Customer Service Trends in 2015 and Beyond

By | Big Ideas, Cloud, Communication, Contact Center, Customer Experience, Customer Service, Mobile, Self-Service, Texting, Trends | No Comments

As we look back on 2015, it’s tempting to refer to that age-old adage: “The more things change, the more things stay the same.”

This year, that couldn’t be further from the truth.

That’s because 2015 was the year the technology really made its presence known in customer service. Automation, artificial intelligence, social media, CRM integrations, texting–all were major customer service trends in 2015.

Read More

7 Lessons Star Wars Can Teach You about Customer Service

By | Big Ideas, Customer Experience, Customer Service, Miscellaneous | 4 Comments

With Star Wars: Episode VII – The Force Awakens set to debut in just a few days’ time, we couldn’t be more excited. The decades-old space saga is sure to send us on a new, fantastical adventure, complete with lessons on friendship, family and the Force (and of course, lightsaber duels).

In the midst of all this excitement, we realized that there were a few things we could learn from Star Wars about customer service. So now, we’re bringing insights from a galaxy far, far away a little closer to home.

Read More

mobile payments in africa

What the U.S. Can Learn from Mobile Payments in Africa

By | Big Ideas, Mobile, Mobile Payments, Texting | No Comments

Mobile payments have exploded in popularity just within the past year—40% of U.S. consumers have used mobile payments in 2015, compared to just 8% in 2014. In fact, mobile transactions are expected to surpass half a trillion dollars ($560 billion) in 2016, and Gartner predicts that mobile commerce will make of 50% of all U.S. digital commerce by 2017.

So why the startling change?

Read More

texting your hotel

Texting Your Hotel—The Next Evolution of Hospitality Customer Service

By | Big Ideas, Customer Experience, Customer Service, Hospitality, Miscellaneous, Texting | No Comments

Customer service doesn’t take a vacation, and neither does the hospitality industry. Staff are always on call 24/7 to meet the needs of visitors and travelers, wayfarers and wanderers.

But the needs and wants of customers are changing. Over 85% of travelers bring their smartphone with them when they travel, and 63% of U.S. travelers text on their smartphones.

Read More