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It wasn’t too long ago that the only way customers could have a ‘conversation’ with a company was to pick up the phone. That often meant being greeted by the company’s automated phone system, the IVR (interactive voice response). While the phone remains a key contact channel for most brands, the range of customer contact channels offered to customers is...

Topics: IVR Design

By Helen Casewell
October 31 2017

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In our last post ‘How outbound text messaging can improve the customer experience’, we outlined some of the benefits of integrating outbound text messaging in your contact strategy. As with any channel, the success of those interactions will be dependent on an understanding of who will be using the service, how the text messaging fits with the wider...

Topics: IVR Design, featured

By Helen Casewell
August 30 2017

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What if there was a cheap, quick and effective way to reduce customer effort, provide proactive updates, and to increase customer satisfaction? This is where outbound text messaging comes in. Text messaging offers great opportunities for providing proactive messaging and in reducing caller effort, but not all brands are utilising those benefits.

Topics: IVR Design, featured

By Helen Casewell
August 23 2017

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With the surge in voice-controlled devices, conversational interfaces for virtual assistants will go mainstream in 2017. Ask these 5 questions before you start.

Topics: IVR Design, featured, virtual assistants

By Helen Casewell
March 14 2017

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New research from the UK’s Institute of Customer Service says more customers rely on telephone service than anything else – but that doesn’t mean they’re happy.

Topics: IVR Design

By Stephen Mailey
March 06 2017

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