A combination of technological advances and the spread of the coronavirus pandemic has caused many businesses to move online. Additionally, new services and methods for digital delivery have become available and a huge increase in new technologies to improve customer service has been introduced. Drones, contact-free sales and delivery services have been introduced through the […]
Conversational commerce is a relatively new name for what is, in simple terms, interactive sales and support via a live customer chat system. Instant messaging and apps allow companies to communicate effectively with users, connecting consumers and businesses online. This style of commerce, or sales, is gaining in popularity as consumers’ needs grow. People browse […]
A number of online marketing trends have come and gone over the years, but there’s a recent trend that we feel is here to stay: live, branded chat support. Live chat boxes that allow people to message a business directly and in real time are quickly becoming the norm online – especially on e-commerce sites. […]
Most people know when they’re talking to a chatbot now, but in some ways it’s actually better to underline that fact. It lets the user off the hook with more complex social rules, which helps them get to the information they need more efficiently. That said, there are quite a few conversational rules your chatbots […]
The online retail market is absolutely booming. In fact, just over half of UK consumers prefer to shop online (Source: Empathy.co, 2018). And we certainly can’t blame them. In our busy, modern lives, online stores are a real luxury. If something exists, you can probably buy it online and get it delivered straight to your […]
So you’ve had a bad review. How bad it actually turns out depends on one thing only – what you do next. You could go with your feelings, hunt the person down and force feed them dry crackers until they beg for forgiveness. Or you could do something positive about it and improve your business […]
The January 2018 edition of the UK Customer Satisfaction Index said that retail businesses who consistently achieve higher levels of customer satisfaction benefit from stronger turnover growth, profit and employee productivity. Customer service matters, particularly when it comes to small and medium sized retailers. The one thing that has always been so appealing about smaller […]
Web chat is a great way to grab people and get them to where they need to be FAST. Instead of a customer having to search for confirmation that you have what they’re looking for, they can ask. Another side of it: never underestimate how little your customers want to talk to you. If they […]
Everyone’s timelines are full. Trying to compete with this noise is incredibly time-consuming and expensive. And – dare I say it – unnecessary. Your social media strategy should recognise your platforms as customer service first, engagement second and vanity project nowhere. Where brand social media has failed Ever-increasing budgets to maintain visibility Vast amounts of […]
It might seem like customer service bots are putting real people out of jobs, but nothing could be further from the truth. 21st century customer service is all about using automation to free up your employees for the important stuff, like customer retention. These days, you need to be everywhere – all the time. And […]