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Adventures in Setting Up Chatbots

Chatbots are all the rage in the world of live chat at the moment. They’re expected to enable cost-savings of billions of dollars a year in various sectors, and conversational commerce is becoming bigger as standard marketing and customer service processes see a shift towards personalization and ‘warmer’ customer approaches. My own company, Comm100, has a really exciting bot build on the go that I’m expecting to take…

Are Customer Satisfaction Surveys Annoying Your Customers?

Customer Satisfaction Surveys are a familiar concept to everyone working in customer service – in their simplest form, at the end of an interaction with a business, customers rate the quality of the service they received.   This data is a goldmine of insight. Voice of the Customer (VoC) information is arguably the most important information there is in assessing the effectiveness of the service…