The customer service landscape is more dynamic now than ever. New technologies have emerged due to customer demand and digital disruption such as chatbots and artificial intelligence (AI). It is time for businesses to rethink their customer engagement strategy and how to best leverage these …
David Rastatter
#HIMSS18: Better Patient Engagement on a Better Channel
It is no mystery that we view our mobile devices as a life and travel companion. The other day I left my house without my wallet, but to be honest, I didn’t need it the entire day. I was able to order an on-demand ride, …
Keep Customers Obsessed with SMS and Improve App Engagement
It is no secret that our mobile phones have become the central point of our lives—as consumers and when it comes to interacting with friends, loved ones, etc. Most industries and businesses know this, but when it comes to adopting and implementing new technology and …
Mobile and SMS – A New Hope in Patient Engagement
We can all agree that mobile technology and consumer channels have made a strong footprint in healthcare. With the advent of patient portals through mobile or disposable apps, patients can easily check physician visit summaries and test results, view prescriptions and access personal data within …
How the iPhone X Reinforces the Importance of UX
The user experience (UX) is one of the most important features to consider when it comes to consumer engagement, but it’s often looked at as the least. In fact, when it comes to mobile experience, 52% have said that a bad mobile experience makes them …
The Score: Good Customer Service 1 Technology 0
Don’t you hate it when you have an urgent customer service matter that requires live assistance? An SMS conversation with a live agent or chat bot won’t cut it, web chat will require too much back and forth typing; and email—well, really?!
Over the last two …
Chatbots—Just What the Doctor Ordered
Earlier this year, Florence was nothing more than a hobbyist’s development project, and the chatbot was used as a simple symptom checker. Just months later, Florence has evolved into an automated personal health assistant that helps more than 2,000 people every day with the ability …
How Modern Family Shows the Value of Modern IVR
The other day I was nursing a cold and binge watching Modern Family re-runs. One of the episodes from season 2, titled Unplugged, originally aired in 2010 but its plot is still extremely relevant when it comes to consumer engagement and interactive voice response (IVR). …
Chatbots – Reigniting the Spark in B2C Engagement
Chatbot technology has already made an everlasting digital footprint when it comes to customer engagement. With the advancement of technology, including artificial intelligence (AI) and natural language understanding, customers don’t always know if they are talking to a computer or a live agent. While voice …
The Customer is Always Right. Right?
Now more than ever, it is critical for contact centers to provide customers with the highest degree of care possible. The emphasis on customer experience, versus basic customer service, has driven businesses to massively expand the role of the contact center. But this trend is …