The new age of customer service is becoming the age of Conversational AI. Companies large and small often struggle with delivering the best customer service possible. The quality of your customer service reflects upon your brand and can make or break your customer retention or acquisition efforts. From call handling times and hold times, to …
How Conversational AI Software Is Used In Customer Service Read More »
Whatever your industry—integrating automated chat capabilities, like an AI chatbot, into your customer service plan is a game-changer! As we’re sure you know, customer service is an integral part of any business. And while it’s essential to gain new customers, you really need to keep your current customers happy. Implementing an AI chatbot does just that by …
The first hint of spring is in the air! And that means a customer service professional’s thoughts turn to… a solid spring cleaning for your contact center’s customer experience processes. A complete review of each customer journey is necessary to ensure the details are all up to date and the operations all reflect best practices; …
Spring Cleaning for Your IVR Leads to Blooming Customer Relationships Read More »
As anyone who works in healthcare knows, today’s patients want more than the basics of treatment. They expect their experience with your healthcare facility to be convenient for them, seamless, and completely transparent. Therefore, it’s crucial for healthcare providers to understand the stresses and frustrations patients experience through the various stages of their journey with …
The Customer Service Automation Tool You Need At Your Healthcare Facility Read More »
Like they have in other industries, artificial intelligence and machine learning are truly disrupting the banking and financial services industry. In fact, Accenture predicted that last year would be a critical one in the evolution of the banking industry, specifically noting that: Of the 784 bank businesses and IT executives from nearly 30 countries polled …
Customer Service Automation in Banking – A 2020 Update Read More »
Voice is the channel that people love to hate. Or, perhaps it’s more of a love-hate relationship, because recent data shows that 51% of consumers believe that the fastest way to resolve a problem is to use the phone. So, if your voice channel provides a sub-optimal customer experience, you’re potentially alienating the majority of …
Outbound reminders were once exclusively handled by call center agents working from a list of customer phone numbers. While there are still reasons to use agents for some outbound call reminders and scheduling, increasingly, this form of customer outreach is now being handled by outbound IVR systems. According to Forrester, live agents can cost up …
Scheduling Software for Business with Outbound Calls and Reminder Apps Read More »
Here at Plum Voice, we talk a lot about how our IVR solutions can help improve your customer service offerings. It’s not enough, however, to simply talk the talk. It’s just as important to lead by example, to walk the walk. We recently asked our customers to fill out a survey through TechValidate to let …
Practice What You Preach: A Demonstrated Commitment to Customer Service Read More »
Scaling Customer Feedback Software “At scale,” one of the more daunting phrases for any contact center. Whatever the initiative is, it’s so important that it’s not good enough to just work with representative samples or roll it out to specific groups. “At scale” technically means the initiative is as big as it needs to be …
Customers Don’t Like Hidden Fees A recent Gizmodo article highlighted the fact that some telecom companies charge customers high fees for paying their bills over the phone with a representative. Depending on the company, these fees ranged from $5 to $8 per transaction. With the large customer bases these companies have, those fees could result in …
Incentivizing Customer Behavior Change: Customer Self-Service Trumps Hidden Fees Read More »
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Account Inquiries & FAQs - Handle repetitive queries with ease
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Remote Workforce Reporting - Automate timekeeping processes
Notifications & Reminders - Leverage voice dialogs and SMS
Payments - Process secure customer payments over the phone
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