Customer service stories
Although robotics has been gaining traction in the business world for some time, there are many misconceptions around its capability.
TechSee's report reveals Visual Assistance tech slashed technician dispatches by 19% and product returns by 17%, revolutionising customer service KPIs.
Regardless of where you come from one thing is for certain, businesses only get one chance to make a first impression.
Poor customer service can drastically impact company revenue, with 42% of Australians ceasing to buy after a bad experience, a Zendesk report reveals.
Qlik has this week announced enhancements and expansions to its customer success programs as the company realigns its core mission as a SaaS-first organisation.
Lenovo Data Center Group will now leverage IBM's blockchain and cognitive services to improve its customer care.
Advanced analytics techniques for customer care are finally moving from the lab to production, using machine learning and AI to find context in customer data.
Digital technologies and growing customer expectations mean service leaders must get the digital experience right, according to Gartner.
Jade Software and Ambit partner to deliver advanced AI chatbots, aiming to revolutionise customer service through natural and realistic digital experiences.
Australian customers are increasingly dissatisfied with call centres, with 64% having had a bad experience, according to a survey by Citrus Group.
Oracle's new Digital Assistant utilises AI to streamline business processes, boosting productivity and enhancing user experiences across multiple platforms.
AI bots may power 85% of customer service interactions by 2020, but human touch is still vital for a positive experience, reveals Gartner research.
Convenience culture thrives yet poses risks to joy, work ethics and tips scales from experience to expedience.
More and more Australians are avoiding phone calls, opting for texting or messaging apps instead, according to a survey by finder.com.au.
Fusion5 was selected as a finalist based on a service desk transformation project delivered to Otago Polytechnic.
In conjunction with the launch of The Zendesk Suite, Zendesk also unveiled Connect - a new product for proactive customer communication.
Taking a look at how speech analytics technologies can be used in the contact centre to improve customer service and B2C interactions.
Despite the optimism demonstrated by many CIOs, the actual process of cloud adoption among large organisations is slow.
Sarah combines artificial and emotional intelligence for a new experience which redefines the link between man and machine.
Bluleader helps organisations drive better ROI on existing SAP ERP investments by extending the data model on a seamless, single platform experience.
