2016 Customer Service by the Numbers – A Year in Customer Service Statistics

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From a customer service standpoint, we’ve established that 2016 was the year of the chatbot but that’s not the whole story. Omni-channel customer service, cloud contact centers, and personalization are all customer experience themes that grew in 2016 and will only continue to get stronger …

Customer Service Heaven Is Just a Virtual Personal Assistant Away

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Customer needs and desires do not always overlap with business objectives: for example, cutting costs as a corporate goal does not benefit the consumer directly.

As for customer service in the past, cutting costs often meant the introduction of automation in the form of Interactive Voice …

4 Trends for an Exceptional Customer Experience in 2017

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2016 has been unforgettable and a banner year for some. It was the year Leonardo DiCaprio won an Oscar after six nominations. The year that astronaut Scott Kelly and Russian cosmonaut Mikhail Kornienko returned to earth after a record-setting 340 days in space. And, after 108 …

How Hotels Can Distinguish Themselves through Mobile Self-Service Solutions – A Day in the Life from the Vegas Strip

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Mobile phones have become the ultimate travel companion for consumers as they express a growing preference and need to engage with hotels through channels such as SMS, web chat and chatbots that support these devices. This has opened up a whole new world of consumer …

Infographic: 5 Ways Mobile is “Taking Off” for Travel and Hospitality

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Travelers want to engage with businesses through their mobile devices, and hospitality vendors need to offer more than just mobile booking. Digital channels such as SMS customer service, web chat, and Messenger offer new ways for hoteliers to engage with travelers throughout their entire trip—from …