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BizReport | Ecommerce June 25, 2020
How to build a better chatbot
Chatbots are not new to the digital space, but as more consumers work from home, shop from home, and stream more content, the need for a better chatbot has arisen. We asked a digital expert how brands can building a... >>
BizReport | Advertising April 10, 2020
Expert: How brands can improve Coronavirus response
Consumers are getting emails and seeing thousands of ads focused on how businesses are responding to the COVID-19 pandemic. But instead of this content reassuring consumers, many are finding the messaging off-putting. One expert explains why - and what brands... >>
BizReport | Ecommerce March 04, 2020
Expert: Bots should be less human
While artificial intelligence has been shown to be a big help in brands bringing ad campaigns in at scale and with more engagement, one expert believes AI can be a hindrance in at least one area: customer service. That's because... >>
BizReport | Ecommerce December 10, 2019
Key areas that will change for CS in 2020
Customer service will always be about, well, service, but there are nuances to what consumers what and need where CS is concerned. Here are a few key areas that, according to one expert, will impact merchants, brands, and marketers in... >>
BizReport | November 28, 2019
How AI will change CX in 2020
Voice assistants, digital calendar and planning supplies, AI-driven data collection and measurement. These are just a few of the ways AI is currently being used, and according to one expert the new year will push AI into even more areas... >>
BizReport | Advertising archives November 19, 2019
Study: Americans feel fraud risk when calling custome r service
Two new reports highlight an issue for brands and customer service: the potential for an fear of fraud. First, from new data out from Sitel and CallMiner, a majority of Americans feel their personal information is 'at risk' when they... >>
BizReport | Ecommerce archives July 26, 2019
Reports: Experience key to engagement
Two new reports are an indicator that brands need to be focused on the customer experience. According to researchers, connection and personalization are key for customer engagement, as if the quality of the ad environment.... >>
BizReport | Ecommerce archives July 05, 2019
Expert: How customer service is impacting Prime Day performance
Consumers continue to log-on to Amazon, price-check with other retailers, and spend money on Prime Day. But, with the 2019 event around the corner, one expert believes it will be customer service that will rule Prime Day 2019, not just... >>
BizReport | Advertising archives March 26, 2019
Reports: Tech keeping consumers connected
Technology is keeping consumers connected to brands in new ways and is informing their decisions about how they want to interact. That is a key takeaway from new Valassis research which indicates, among other findings, is that three-quarters of consumers... >>
BizReport | Ecommerce archives March 04, 2019
Study: Chatbot experiences positive but not sought
While consumers may get the answer they're looking for on retail or business sites that use chatbots, it doesn't mean they actually want to "talk" to a chatbot. That's the word from one new report which indicates that while most... >>
BizReport | Loyalty Marketing November 16, 2018
Study: Poor CX a wedge between customer, brand
There is a thin line between love and hate - and that line is customer service. According to new data out from Sitel Group, most consumers (75%) will stop engaging with a brand after a bad customer service experience, and... >>
BizReport | Ecommerce archives April 02, 2018
Top 3 tips for a stronger behavioral data strategy
As more consumers look online for product information or to connect with brands about issues they are having, more brands are looking for better ways to understand their customers' online habits. Behavioral data is one key metric many brands find... >>
BizReport | Email Marketing December 12, 2017
Can email hold its own against customer service chatbots?
Email has ruled marketers' digital toolboxes since the first modems began networking. But, could its reign in customer service be rudely interrupted by chatbots? ... >>
BizReport | Ecommerce archives July 26, 2017
Airlines and broadband/pay-TV failing in customer service
Broadband and pay-TV firms, along with airlines, saw the biggest increases in consumers touting them as the worst sectors for service, according to service design agency Engine's latest annual study. ... >>
BizReport | Ecommerce archives June 21, 2017
8 in 10 online shoppers want a personal customer service experience
Impatient online shoppers want high quality answers to questions answered quickly when researching or shopping online, according to new research.... >>
BizReport | Loyalty Marketing June 13, 2017
Significant drop in digital customer service performance among UK insurers
New research shows a dramatic decline in performance in digital customer service among insurers in the UK, with more than two-thirds failing to accurately reply to common queries asked via email, web, Facebook and Twitter. ... >>
BizReport | Ecommerce archives June 12, 2017
4 in 10 online shoppers believe feedback overlooked, ignored
New research from experience management firm Qualtrics underlines the need for excellent customer service and attention to customer feedback. ... >>
BizReport | Ecommerce archives May 15, 2017
Live web chat popular customer service channel among British shoppers
Shoppers in the UK trust other customers' advice during a purchasing decision more than they do the retailers' or brands', according to a new survey from conversational commerce platform, iAdvize. ... >>
BizReport | Loyalty Marketing May 12, 2017
Customers want humans, not chatbots, to resolve customer service issues
Juniper Research predicts that the use of chatbots will save organizations more than $8billion a year by 2020, but at what risk to the customer experience?... >>
BizReport | Ecommerce archives May 02, 2017
Study: Poor customer service pushes shoppers to switch brands
New data out from inContact underlines what many businesses already believe: poor customer influences shoppers to switch brands. Researchers found that 8 in 10 shoppers 'are willing to switch' brands because of poor customer service interactions. ... >>
BizReport | Mobile Marketing March 07, 2017
SMBs switch focus for mobile app creation
The number of small and medium-sized businesses with a mobile app is set to increase significantly this year, according to a new survey from research firm Clutch. ... >>
BizReport | Ecommerce archives March 03, 2017
Expert: Chatbots poised to change how people browse
While some experts believe chatbots are only - and will be only - a customer service or search type tool, one expert says chatbots will do more. Specifically, that chatbot will change the way people interact with the Internet at... >>
BizReport | Advertising archives February 24, 2017
Report: Over half of Millennials have or will use Bots
When it comes to using chatbots for customer service or to find out information about products or services, Millennials are leading the way. According to new data out from Retale more than half of Millennials (60%) have already used chatbots,... >>
BizReport | Advertising archives February 10, 2017
Expert: The driving force behind chatbots
Over the past year, the term 'chatbot' has become quite the buzzword. Retailers are beginning to integrate the bots, and other marketers are looking at ways these bots might positively impact their business. One expert believes automation is the key... >>
BizReport | Loyalty Marketing January 12, 2017
Personal touch for customer service drives retention, loyalty
Despite more service providers moving towards digital interaction, a more personal touch in customer service helps drive loyalty and retention, according to a global study from Verint Systems. ... >>
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