Blog tagged as Call Center

For a while now I am contemplating about why companies choose one custserv solution over another. After all the market is pretty crowded. Vendors have a hard time to differentiate themselves. Just looking at G2Crowd one finds 88 Help Desk Solutions. Larger organizations are likely to be influenced b...

Soon there will be an additional in-app customer service channel. So far we have a bunch of service channels, most of them requiring the user to leave the app to

• Pick up the phone for a call
• Browse for self support
• Open up an additional chat window
• Take on the social media channels
• Move on to ...

Earlier in June I had the opportunity to talk to Barry Coleman, CTO of Agent.ai, an about 2-year-old company at the time of writing this. The company spun off of manage.com, a very different business that enable the delivery of in-app advertisements. In order to support this mission more and more, f...

With mobile phones taking over our lives and conversational interfaces becoming ubiquitous there is certainly a new level of demand arriving at customer service centers. Customers do not accept a mediocre service experience anymore. With their smartphones they have the means to get to customer servi...