This article spotlights the growth of voice in India, one of the fastest growing economies and the second most populous country in the world. 2019 was termed the year of the voice. In the United States, over 60 million people owned smart speakers by the end...
Do you expect to create a product or service so perfect that customers never need to speak with you? Don’t overlook the critical role of customer communications when growing your business. Here is why. Customers don’t pointlessly want to talk to your business. The popular quote...
Yay, it’s 2020! We know how we’re all wondering how fast the year 2020 has arrived. A year we all look forward to. A year full of phase shifts in the world of technology; a year that’s really going to be for growth. And while...
Announcing Ozonetel’s seamless integration with Intercom. A chat window on your website is a quick, inexpensive way to provide instant support to a customer or prospect. But have you noticed that when conversations start getting interesting, being limited to typing is frustrating? Because, when a prospect...
Don't keep callers waiting on hold or on long call queues. These 5 resources outline the top ways to reduce hold times for your customer: Keep call queues short. Our call queue management blog outlines how automatic call distribution, fallback rules, reports, voice mail and...
Bots with boring generic robotic voice only belong in campy sci-fi movies. The key features when planning a conversational interface for your business are: Its ability to understand your customer, its ability to allow interruptions, quick response times, AI-powered continuous learning ability, and its ability...
Call volumes constantly fluctuate. Staff doesn’t always turn up for work. But your customer doesn’t know that: They still want the phone answered fast! You need to keep the show running smoothly. You need to predict and plan—sometimes on the fly—for using your staff efficiently....
3 reasons why well-trained, easily accessible staff are critical for implementing good self-service The tech-handicap that used to exist once upon a time is now history. Now everyone has a smartphone, they are tech-literate and there is minimal resistance to the idea of self-service. Or that's...
To create a productive work environment, it is essential to have a ‘complete’ support system in place. And sooner or later, that means a well-managed phone support system. Because sooner or later, your live chat, emails or messaging won't cut it—your customer will want to speak...
If you are involved in shaping your business’s customer interactions, then the world’s largest consumer electronics show might have some unexpected insights for you. For managers shaping and measuring customer experience, CES means one thing: the all-important indexing of your Customer Effort Score. But there is...