Category Archives: Customer Service

How a customer service crisis drove the use of chatbots in Georgia

When COVID hit, Georgia’s government was overwhelmed by people wanting unemployment help. Fortunately the state’s Digital Services agency was ready. Constantine von Hoffman on July 31, 2023 When the U.S. shut down in response to COVID-19, many government agencies were overwhelmed by requests for help and information. One of those was Georgia’s Department of Labor … Continue reading How a customer service crisis drove the use of chatbots in Georgia

Citi, Aflac and Verizon: Three different Pega journeys

Three major clients reflect on their different journeys with Pega decisioning and customer service solutions. Kim Davis on June 23, 2023 As reflected at this month’s PegaWorld iNspire, Pega’s offerings range from back-office process automation to customer-facing real-time journey creation — all driven by AI. We sat down with three major Pega clients to understand … Continue reading Citi, Aflac and Verizon: Three different Pega journeys

How to Improve Your Cement Business’s Customer Service Through AI

How to Improve Your Cement Business’s Customer Service Through AI Ali Hasan R. / 06 Mar 2023   More than almost any other industry, concrete and cement drive jobs and infrastructure. About 7.7 million people were employed in construction as of September 2022. That number is only growing: On a year-over-year basis, industry employment increased by 4.2% (or 311,000 … Continue reading How to Improve Your Cement Business’s Customer Service Through AI

Use these services to get quicker customer service calls

By Jared Newman September 10, 2022 The next time you need a company’s contact number and don’t want to bother navigating through labyrinthine websites, head to the Elliot Advocacy Contact List instead. Here you’ll find the customer service numbers for hundreds of companies, sorted into categories, such as airlines, cable providers, hotels, and computer makers. The … Continue reading Use these services to get quicker customer service calls

The Virtualization of Customer Support: Customer Experience in the Metaverse

The Virtualization of Customer Support: Customer Experience in the Metaverse Puneet Mehta / 10 Jun 2022   The smartphone changed everything. The way people engage with each other. How we buy products. Our expectations. It resulted in the single most significant change in brand and consumer interaction. But could the metaverse have just as big … Continue reading The Virtualization of Customer Support: Customer Experience in the Metaverse

How to plan for problems with proactive customer service

45% of responses require additional resources and can harm customer trust in the business. Constantine von Hoffman on April 11, 2022 Proactive customer service is generally very popular with consumers, one study by InContact found it had an 87% approval rate. This makes it very popular among marketers, who find it useful for increasing sales … Continue reading How to plan for problems with proactive customer service

Intercom introduces new customer service and insights products

New Intercom Surveys and Switch aim at expanding the omnichannel service experience. Chris Wood on March 24, 2022 Today, customer engagement software company Intercom launched two new products – Surveys, a real-time insights tool, and Switch, a tool that transfers customers from a phone queue to Intercom’s Messenger support. They also announced a redesign of … Continue reading Intercom introduces new customer service and insights products