Over the last few weeks, I have shared some common chatbot mistakes and how to overcome them by testing the customer centricity of your chatbot solution. In blog part 1 I shared how many companies are failing with the implementation of their ...
2019 Contact Center Trends Introduction:
For the third year in a row, customer experience (CX) measures have remained flat. As Forrester notes, “…what little movement that did happen was toward the middle of our scale, where 62% of brands...
So, what’s the secret to delivering exceptional live chat support? Signs.com is leading the way, and their stellar work earned them the recognition of the ICMI Global Contact Center Awards for Best Customer Care in 2017.
You’re sitting at home enjoying your favorite TV show when, all of a sudden, the power goes out. You want immediate information on the outage, so you decide to call your energy provider, and then you get stuck in a long-winded IVR (“Welcome to...
Ask your organization this: Would you let the marketing department take over for your contact center agents? No! So why would the marketing department own social media customer service? The usual response is that since the marketing and PR...
As shown in our chatbot infographic, it is predicted that 80% of companies will implement chatbots by 2020. Bots and AI were massive trends of 2018 and experts agree that the deployment of bots will continue to increase in 2019.
The winter break has come and gone, and the Bright Pattern team is eager to head to Nashville next week for the annual Customer Contact Week (CCW) Winter conference. As customer experience leaders start their 2019 planning, many are wondering...
Chatbots were one of the biggest trends of 2018 as customer service leaders jumped to join the latest craze and deploy chabots across popular channels like web chat and Facebook Messenger. Ironically, Gartner predicts that 40% of those deployed...
2018 was a big year for the customer experience (CX) space. Many companies took strides to move to a more automated contact center with AI and bots, while others focused on improving more traditional channels with innovative cloud technologies....
On one hand, skeptics were wrong about the longevity of chatbot technology, but there are still many common chatbot mistakes in the customer service space.