chat
The High Stakes of Hugs & Handshakes – and How Bots Can Help
April 02 by Mahesh VinayagamThe 'legacy' players in the travel industry are struggling to keep up with customers' trip cancellations. Too many are still relying on the human touch. What could a good bot do?
Call Reduction as a Result of Chat, How Do You Prove It?
March 27 by Wayne ButterfieldMy 2nd blog on the subject of Live Chat (Starting Out With Live Chat) went down really well, and thanks for all the feedback. For those that missed it, I discussed the piloting of Live Chat and some p...
Starting out with Live Chat
March 05 by Wayne ButterfieldMy first blog on the subject of Live Chat was short and sweet, but I hope it got you thinking, (if you’re not already doing so) about your Digital Service strategy (read it here to refresh your memory...
Before "Live Chat": What Do You Want it to Achieve?
February 19 by Wayne ButterfieldI’ve been fortunate in my Customer Service career to be involved in some pretty cool innovations in how we serve our customers @ Telefônica. It started off in a Back Office role, where I broug...