Sabio, the Contact Centre Specialist Transforming Customer Contact
Integrating social media into your broader customer service strategy
Improving social customer service is one of the most pressing short-term priorities for contact centres, particularly as the majority of today's customers under 40 would much rather use channels such as social media and webchat to achieve their service goals.
Consultants at customer service technology specialist Sabio have identified eight key factors that can help organisations engage more effectively through their webchat deployments. Webchat is now one of the fastest-growing digital customer service channels, with 37% of customers now regularly using webchat – a higher proportion than channels such as Facebook or Twitter.
At Sabio's reception held for the winners of the CCMA's UK National Contact Centre Awards, attendees were keen to discuss the rapidly evolving expectations of today's increasingly important millennial or Generation Y demographic.
When was the last time you Googled your business?
In June Sabio is attending the UX Scotland 2016 conferencein Edinburgh, and I’ll be hosting a workshop sessionon Designing Voice and Natural Language Experiences.
Or just Facebook’s next play to capture yet more of your digital day?
At a time when much of the momentum in terms of re-inventing the customer journey seems to be focused on activities at Google and Facebook, it was fascinating to see Microsoft detail its plans for intelligent engagement at its Build 2016 event last week.
While Facebook still has over a billion active users and Twitter has evolved to become a predominantly news focused platform, there’s a growing realisation that the traditional social media platforms no longer hold the same fascination for users.
While the United States may have a new President last night, achieving real and lasting change is often much harder to achieve.
When asked whether chatbots would go mainstream in 2017, Chris Messina (inventor of the hashtag) suggested that it might take a few more years for people to become as comfortable using bots as they are today with their favourite smartphone-based apps.
Sabio is a sponsor of the Opus Research Intelligent Assistants Conference, which is being held this year from 4-5 May at Claridge’s Hotel in London.
While the Cambridge Analytica scandal continues to flag potential democratic concerns, the real story is the widescale abuse of private social media data and, specifically, Facebook’s seemingly cavalier attitude to data extraction.
At the beginning of the year we highlighted Messaging as a customer communications channel we thought had significant momentum and that was poised for further expansion during 2018.
Apple’s recent developers conference last week was notable for a thinly veiled attack on Facebook and other social media networks, as well as the launch of new browser capabilities to block website tracking of users. However, there were other major announcements with significance for the CX sector…
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