Entries by Mandy Reed

Take Your Customer Support from ‘Talking At’ to ‘Listening To’

By Björn Gülsdorff, Chief Business Development Officer Once upon a time ‘market’ was a noun, denoting the place where people got together and negotiated public affairs. In some markets, like the Forum Romanum, history was made. Then, ‘market’ also became a verb. Now marketing basically means talking at people, often raising the level of volume, colours, […]

Register Now: Expert Insights on Conversational AI and Customer Service

By Scott Tompkins, Vice President of Sales Just like a puppy isn’t only for the pandemic, customer service insights aren’t only for Customer Service Week. This week of celebrating customer service professionals and successful customer service experiences should just be the beginning of a renewed focus on your own customer service and CX strategies. To […]

Dialogues are Between People

By Björn Gülsdorff, Chief Business Development Officer Have you ever heard about the H-H-Interface, aka the H2I? Likely not, because I just made it up. But I did so with a reason and here’s why. When it comes to transactional tools, there is a lot of talk about the Human Machine Interface (or HMI), the […]

Reducing Stress, Drama and Frustration When Things Go Wrong – A Troubleshooting Outline

By Rachael Needham, VP of Strategy & Operations For most people and companies, business-as-usual dramatically shifted in the last year and a half, which can add stress and anxiety to already busy lives and work environments. Our ability to communicate and problem solve has become more important than ever. Good communication can help reduce stress […]

Analysing Customer Queries to Improve Customer Service

By Maria Ward, Account Manager & Knowledgebase Engineer I’ve worked in the chatbot field for over 15 years helping companies deliver better customer service, experiencing the technology both as a client and a provider. One of my favourite parts of my job is being able to use all my years of experience to steer my […]

AI Growth in the Insurance Industry

By Susan Ott, Senior Customer Success Manager At the outset of the global pandemic in 2020, there was already a great emphasis on the consumer’s desire for artificial intelligence (AI) in day-to-day life.  As we find ourselves making our way, 18 months and counting, in this new normal it is a safe bet that the […]

Satisfied Customers and Happy Employees Require a Long-term Mindset

By Rachel F Freeman, Operations Director Whilst we celebrate customer service with a special week, we should always acknowledge that customer service is not something we can only think about 7 days out of the year! Equally, with the imminent COP26 taking place soon in Glasgow, we shouldn’t only spend a few weeks thinking about […]

#CXDay: You Gotta Understand Expectations if You Wanna Meet Them

By Mandy Reed, Global Head of Marketing Last week my neighbor sent me the image below with the caption: How to ruin Trick-or-Treat! Is there anyone who has gone Trick-or-Treating who doesn’t remember that house that always gave a crappy “treat”? For me, it’s the woman who ran a little hair salon in her basement […]

A Customer Service Mantra: Treat your customers like a young baby!

By Chris Ezekiel, Founder & CEO The first week of October is when the world celebrates Customer Service Week every year. I became a new dad on 29th June and recently have been realising the parallels between being a parent to a young baby and serving customers. Anticipating his every need. Learning the signs and […]