Category Archives: Guest Post

Speaking your customer’s language

Usain Bolt ran 100m in 9.58 seconds. This world record made him a household name sparking global media interest. This news required little translation, it spoke clearly to everyone. As it turns out, people like ‘fast’, especially in terms of customer communications. In the age of digital technology, waiting patiently for a response no longer feels acceptable. Customers want rapid, yet tactile, communication in their own language. Continue reading Speaking your customer’s language

The Truth about Self Service, Bots & Intelligent Assistance

Thomas Rodseth, VP of Product & Marketing at Intelecom explains the options when it comes to intelligent assistance… Sometimes a technology takes an age to go mainstream. Other times it appears to arrive like a thunderbolt out of nowhere. Bots chose the high impact option when they arrived in Q1 2016. By mid-summer they were sliding down Gartner’s famous trough of disillusionment accused of being over hyped and inadequate in meeting expectations for the human touch. Continue reading The Truth about Self Service, Bots & Intelligent Assistance

Your customers are already talking about you on social media: are you engaging them or knowingly ignoring them?

Martin EllinghamBy Martin Ellingham, Respond Product Manager… The internet is big business. Of course, you knew that already. Most companies in 2017 choose to have an internet presence and to use appropriate keywords to attract footfall to their websites where they can hook customers with special online deals. That’s good news. But do you really know the extent of the internet’s reach and have you fully appreciated what that could mean in terms of customer service? Continue reading Your customers are already talking about you on social media: are you engaging them or knowingly ignoring them?