We are living in a world of digital transformation. Nearly everything that you need can be found online, from groceries to entertainment and more. Most, if not all, businesses are adopting digital practices as part of the transformation, simply to keep up with consumer drive for real-time transactions and solutions, fueled by technological advances. What
IVR
In an overly automated CX world, human interaction matters
Imagine you’re experiencing an issue with a service or a product and you need to reach the business to ask questions, troubleshoot or even ask for a refund. You call the business and are walked through an automated prompt to reach a certain department. You think you choose the right department, but you didn’t, so you’re
Your customers are always on. Here’s why you should be, too.
Due to the rise of technology and the many channels customers are able to reach businesses, consumers are now expecting 24/7 customer support. Whether it’s an emergency, time-zone differences or just a late-night shift worker reaching out with an inquiry, businesses simply can’t exist in a 9-to-5 model anymore. Providing that kind of support seems impossible, however. Whether you’re a small
