The customer service experience is being transformed by the use of smart artificially intelligent solutions that enhance the way that customers can interact with organisations. AI, or Artificial Intelligence, uses computers to mimic the problem-solving and decision-making capabilities of the human mind. It can be used to provide fast and effective service to customers, including
Modern contact centres rely on sophisticated technology to operate at their full potential. Using the right mix of technology to support live agents improves productivity, enhances the customer service experience, provides opportunities to coach and retain talented staff, and ultimately boosts customer loyalty and revenue. There are many types of technology available to businesses looking
Does your company have a customer service desk? The modern customer service desk is a comprehensive support centre, offering a single point of customer contact for a business. Service desk software incorporates many methods of communicating with customers, storing customer information, and analysing data. For a business to experience success, it is vital that it
Screen recording software (sometimes also referred to as screen capture software) records desktop activity. It allows you to film anything that is happening on your screen, so you can complete tasks or navigate websites and generate a recording of your movements. Screen recordings, or screencasts, can be utilised in a variety of ways in a
Live chat software allows businesses to engage with visitors to their website via messaging in real time. It functions as both a method for customers to engage with customer service agents, and as a way for companies to initiate conversations with website visitors to provide support and information. Businesses use live chat software to engage
Voitec’s Brad Whyte talks with Thom Chrystiuk at Eastern Plant Hire (EPH) about business continuity, while still focusing on providing ‘the best service on earth’. Formed in 1996, EPH had a vision, to innovate the earthmoving equipment hire industry and to be Australia’s premier plant hire agency. With operations across three of Australia’s largest cities
Earlier this year, I had the pleasure of attending an industry roundtable. During the event, several interesting discussions took place focused on chatbots and the human touch, customer service and loyalty, and internal collaboration. Hearing varying perspectives directly from industry leaders proved to be thoroughly insightful and raised many pertinent points regarding the role technology—particularly
How companies can use artificial-intelligence-powered chat bots to bring humans together through live chat software, delivering better outcomes, services and experiences for customers. A hybrid customer service solution—that integrates human customer service agents, AI-powered live chat software and virtual agents—is enabling organisations to connect with their clients in ways that haven’t been possible before. This
Automatic Call Distribution (ACD) is an old term. It refers to the mechanism of transferring calls to agents. These days, ACD is called ‘call forwarding’. This mechanism has been improved over time and is now an essential aspect of the customer experience. Instead of just transferring a call to an agent, it’s now about transferring
Businesses have been turning to online live chat as a means of providing 24/7 assistance and interaction with their customers for some time. The best part about live chat is that it offers an easy way for the customer to contact you, a productive way for you to serve them and it also reduces the
