Think about your most recent interaction with a business online. Did you chat via message with a person? Are you sure? It’s highly possible you were speaking to a chatbot, a computer program designed to interact with customers using messaging apps and online interfaces. These bots use artificial intelligence to create fast, efficient and helpful customer […]
I want to talk to you about why it’s sometimes far more important to reject a potential customer or client than to say ‘yes’. In fact, if you are building a business, get used to saying ‘no’ – a lot. Having started my second cybersecurity company, after the successful sale and globalisation of my first one, […]
In this age of social media and instant communication, customers share their experiences broadly, especially if those experiences are negative. People vote with their feet, taking their business elsewhere based on the comments of friends, peers, and even strangers online. Businesses therefore need to understand that the customer experience is critical to financial success. The […]
Most mornings I buy my coffee from the same beachside café. While I order the same coffee every morning, the waiters never remember my order nor do they show me any hint of recognition. In contrast, in The Strand next to my city office, my local coffee shop greets me by name, brings me my […]
The use of chatbots in mobile messaging will inevitably ‘usurp’ call centres as the norm in customer care but businesses must take care not to overstate the capabilities of their bots, according to Steven Fitzjohn, the regional vice president (APAC) at LivePerson. To better understand attitudes towards the use of chatbots in customer care, the […]
All businesses strive to a deliver great customer experience, and convenience and seamlessness are currently the winning factors for ensuring their engagement with your brand is at its best. In 2015, Forrester predicted that one-third of companies in the B2C space would compete on the basis of experiences, and change their business structure accordingly. This […]
The duties of a customer service representative are many. They include: finding solutions to customer complaints in person or via phone, email or social media, reaching out to customers to verify information, and assisting with orders, exchanges or refunds. No matter how professional you are, when it comes to customer service there is always room […]
If you work in a business of any size, form or function, chances are you’re being asked to do more – sell more, resolve customer issues faster, hit targets that are ever increasing. Which is all fine, except you’re not being given any more budget – for training, for recruitment or financial incentives. Please do more […]
For the most part, people are very good at picking up on the verbal and visual clues that indicate another’s mood. For those in customer-facing positions – whether it is over the telephone, via digital communication or face to face – dealing with clients who aren’t entirely sure what they want is often unavoidable. Fortunately, there are a number of tell-tale […]
In the past 150 years of telephone technology, there are three landmark dates: 1876, when A. G. Bell first shouted, ‘Mr. Watson, come here’ into a mouthpiece; 1984, when Motorola introduced the first mobile phone; and 2007, when smartphones went mainstream. Smartphones had been available prior to 2007, but they were generally considered the instruments […]
