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It’s still good to talk

Many businesses are deploying mobile customer service apps to exploit the richer customer experience, greater intimacy and enhanced functional benefits that smartphones offer. Today, only 20% of...

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Virtual Assistants Make Knowledge a Two Way Street

Web based virtual assistants are revolutionizing how customers and organisations interact online, and as your customer’s trusted online confidant, they are an immense source of information too....

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Banking on smartphones

When online banking first came on the scene it heralded a new era where customers could check their balance and pay their bills any time, day or night. A few banks integrated it immediately into their...

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Providing automated online customer service is imperative in a converging world

The convergence of social, mobile, information and cloud, has the power to transform the online retail sector, as more power is placed in the hands of individual consumers and more consumers live their...

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How NLI Brings Customer Service into the Digital Age

Cyber Monday might have seen record sales this year, but is it just as easy for customers to query, complain or return something as it was to buy the product in the first place? With Retail Week...

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Will your customer service change for the better in 2016?

Back in April last year, Kate Leggett of Forrester wrote a blog – Contact centers must go digital or die. Nine months on and the issues she raised are still the main headaches for most large...

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Is Chat staged for a come back?

The last twelve months has seen something of a resurgence of interest in chat. Online services such as Magic offer a human assistant to cater for your every demand at the click of the text. Other apps...

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Will Bots Bring The Art Of Persuasion To Online Channels?

Last time you purchased a coffee from your preferred chain, did you exit the shop with a companion pastry despite your commitment to a month long detox? The counter display is already auto-suggesting...

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