Recent Articles

 Robb Wilson

It’s inevitable. No matter how well your company functions or how streamlined your customer service operation, callers will have to wait for an available representative.

And when they hang up before their issue is resolved, it’s a loss for your business in both the short and long term.

 Robb Wilson

People will talk to your bot like it’s a  person no matter how much you train it to act like a robot. The default assumption seems to be to expect it to behave completely as a human would and people are disappointed when it fails to deliver. But, delivering on this is a tall order, and seems to be putting a lot of unnecessary pressure on bot designers and AI systems to deliver near full human like experiences. Which in turn is discouraging companies from exploring this potentially transformative technology, throwing out the baby with the bath water.

Falling in love with non-humans is totally human

 One Reach

Are users going to really use your mobile app? If you’re like most companies, probably not as most people all use the same 7 apps regularly. But it’s not all doom and gloom, there may be another way to ensure success. You can be part of the apps people do use regularly. Compare mobile apps and messaging with this handy infographic.

 One Reach

In a recent Raconteur article by Jon Card, Goodbye CFO? Bots and blockchain are taking over soon Card explores how bots are changing the role of Chief Financial Officer (CFO) and their corresponding departments.

Tim Briant (Airswift), Sankar Narayan (Xero), and Todd Ford (Coupa) shared what has changed within their companies, and what changes they expect to see in the future. From complete automation lacking a human touch, to changing the way companies analyze information, AI looks to have a significant impact on how companies will operate in the future.

Most Popular

 One Reach

One emerging customer service channel—texting via SMS—is turning out to be more important than previously thought. To find out exactly what customers would like most from the customer service text channel, Harris Interactive conducted a nation-wide survey of over 2000 adults on behalf of OneReach. Some key overall findings:

 One Reach

In today’s world, customer service is no longer restricted to a simple phone call. A recent report from Dimension Data found that digital interactions account for 35% of all contact center interactions. Digital interactions are also increasingly becoming mobile–Pew Research found that over 64% of American adults now own a smartphone, up from 35% in 2011.

To meet consumers’ demand for mobile and digital experiences, many businesses are developing apps. But while apps are a highly-used communication channel, the upfront cost and predominant use of gaming and social apps don’t justify the investment.

This is why texting is such an essential part of your mobile strategy.

 OneReach

Historically, companies have incorporated texting into their business strategy for outbound marketing or reminder blasts, using short codes. However, this is not how people experience texting in their personal lives.

64% of consumers with texting capabilities would prefer to use texting over voice as a customer service channel.

 OneReach

Today, there are more ways than ever before to connect with your customers. As communication options have evolved and grown, customers have come to expect a seamless communication experience across channels.

In this eBook, we’ll dive into:

The difference between multichannel and omnichannel

How big data fits into the seamless experience

The balance between live agents and automation

How to design an omnichannel service experience

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The Influencers: Customer Service Report

In honor of Customer Service Week, we asked industry influencers for their opinion on the #1 way any company could improve customer service. We received thoughtful answers from each expert, including but not limited to:

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Implementing the Omnichannel Experience

Omnichannel is not just for retail. Learn how any type of business can implement an omnichannel solution by looking at a day in the life of a customer.

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Do’s & Don’ts when integrating SMS into your Contact Center

These are all the reality and expectation for Contact Centers who have thoughtfully implemented SMS. If you’re looking for guidance and information about where to get started with SMS, this is your first stop.

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People Want to Text Your Business

Wow, 64% of texters prefer it over phone for customer support. This graphic shows many more stats on the effects of a business using text messaging to interact with customers.

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JOBS

Computational Linguist, NLU in Machine Intelligence

PhD degree in Linguistics or Computational Linguistics, or equivalent practical experience.
Experience in C++ or in other programming languages, in addition experience with scripting languages working in a Linux environment.
Experience developing projects or curricula from concept to completion and collaborating internationally with multiple partners on multi-quarter projects.
Experience in developing context-free grammars for NLU applications. Ability to speak and write in English fluently and idiomatically… 

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AI Confrence

Come see us at the AI conference in New York.

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