Social Customer Service

Chatbots to be integrated in nearly 25 percent of customer service support channels by 2020: Report

… as they realise the advantages of automated self-service. "As more customers engage on digital channels, VCAs are being implemented for handling customer requests on websites, mobile apps, consumer messaging apps and social networks," said Gene Alvarez, Managing Vice President at Gartner. Read More

Social Customer Service

Chatbots to go mainstream

By 2020, more than 40% of all data analytics projects will relate to an aspect of customer experience – Data and analytics is already prominent across marketing, sales, digital commerce, customer service, social media management and field service departments. However, an understanding of the … Read More

Social Customer Service

Telcos next target for PayKey social keyboard

PayKey, a Social Banking solution provider, today announced the launch of its new Social Telco Solution and Mobile Smart Keyboard, which will be … The solution is set to redefine the customer experience by transforming the smartphone keyboard into a new channel for services, information, and … Read More

Social Customer Service

Will virtual customer assistants dominate customer service by 2020?

Gartner has revealed that 25% of customer service and support operations will integrate virtual customer assistant (VCA) or chatbot technology across … Data and analytics is already prominent across marketing, sales, digital commerce, customer service, social media management and field service … Read More

Social Customer Service

Can awful airline customer service be overridden with AI and analytics?

Unfortunately, airlines often get away with poor customer service due to near-monopolies in some geographies. And this poor service most often hits the economy passenger rather than the high-tiered frequent flyer who receives a markedly different experience. With the increase of social media … Read More

Social Customer Service

PayKey redefines customer experience with launch of social telco solution

The solution is set to redefine the customer experience by transforming the smartphone keyboard into a new channel for services, information, and communication; streamlining customer engagement and sales channels into one button, always in front of the customer. Following the success of its Social … Read More