Social media customer care heroes

Published on 07 May 2015 by in Latest News

Social media customer care heroes

According to Nielsen’s Social Media Report, approximately half of U.S. consumers use social media for enquiries, to report satisfaction, and air their complaints. A third of social media users prefer social media customer service compared to phone support. Social media, Twitter especially, has fundamentally changed how, where and to whom customers look for help. Social customer care has changed but [...]

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Could Visual Interactive Voice Response become a successful customer service channel?

Published on 01 May 2015 by in Latest News

Over the past few decades, companies have incorporated Interactive Voice Response Technology (IVR), a feature which allows customers to interact with its host system via a telephone keypad or by speech recognition. Until recently, IVR came in two forms – the traditional dual tone, with the customer using the phone keypad and the more recent [...]

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Live video chat – YouTube’s legacy?

Published on 27 April 2015 by in Latest News

Last week marked the tenth anniversary of YouTube. The video sharing platform, which sees more than 300 hours of footage uploaded every minute, has revolutionised the way users consume video online. The growing popularity of video has had huge implications for businesses, with more companies now offering rich media across their online properties. Some organisations, [...]

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Retailers need to offer a omnichannel experience to fulfil sales profitably

Published on 20 April 2015 by in Latest News

With omnichannel retail fast becoming the norm, UK consumers’ heightened shopping expectations are placing pressure on brands to offer a more competitive range of delivery and returns options. It’s clear that consumer expectations are rapidly shifting, and today’s consumer demands an integrated omnichannel experience throughout the purchase process and beyond. To achieve this, retailers need to [...]

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Will drones become the next popular choice of delivery?

Published on 16 April 2015 by in Latest News

It was recently revealed that Amazon had been granted permission by the Federal Aviation Administration to test a delivery drone prototype. Amazon want to trial the transportation of packages to its customers in under 30 minutes as part of its Prime Air service. Research released today from eDigitalResearch states that 33 per cent of online [...]

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