Tag: Customer Service

Chatbots are on the rise: 9 Examples of how Brands are using them

A growing number of businesses are using chatbots in lots of exciting ways – in fact, according to Facebook, there are now over 300,000 active bots on Messenger.

You can order food, schedule flights, and get recommendations for pretty much anything you can think of – and while we’re still in the early days, the latest numbers, both in terms of available bots and usage, all point to one thing. Adoption is growing.

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Will Virtual Customer Assistants dominate Customer Service by 2020?

Gartner has revealed that 25% of customer service and support operations will integrate virtual customer assistant (VCA) or chatbot technology across engagement channels by 2020, up from less than 2% in 2017.

Organisations report a reduction of up to 70% in call, chat and/or email inquiries after implementing a VCA, according to Gartner research. They also report increased customer satisfaction and a 33% saving per voice engagement.

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7 Rewards Of A Great Customer Service Culture

It is not mere coincidence that these brands, known for their great service are also industry leaders in their various markets, this is because they have invested in developing a solid customer service culture. Various research has found clear correlations between a great service culture, employee engagement, customer loyalty, and profit.

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