Insights, trends and best practices.

The latest articles from our experts

Insights, trends and best practices.

What’s the Best Channel to Launch AI for Customer Service?

For many reasons, email is the best proving ground for AI and still the most popular digital customer service channel  As companies race to bring […]

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Voice Is The Next Customer Support Frontier

Adoption of smart speakers and other devices with built-in virtual assistants will create a big demand for customer support that’s simply spoken out loud.    […]

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Coronavirus and Customer Service: 5 Ways to Optimize Customer Support Operations in Stressful Times

Nearly every company is experiencing some level of adversity from the Coronavirus. According to an opinion article in The New York Times, “The outbreak threatens […]

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WestJet Brings Successful Netomi-Powered Virtual Agent, Juliet, to WhatsApp

Airline now provides immediate answers and customer service resolutions on the world’s most popular messaging platform With two billion users worldwide, WhatsApp is the most […]

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5 Ways Customer Service Managers Can Create a Better Experience With AI

AI for customer service is no longer a new technology. It’s now table stakes for providing a great customer experience. Increasingly, customer service managers are […]

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State of Customer Service in 2020 (Research + Infographic) 

We’ve just released our inaugural The Netomi Pulse Report: State of Customer Service in 2020  which captures the Customer Service Trends you need to know.  […]

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How AI Solves the Subscription Box Industry’s Biggest Customer Service Problems

The subscription economy is booming, and showing no signs of slowing down. The subscription eCommerce market is worth about $10 billion1, growing more than 100% […]

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Want to Reduce Customer Service Costs? Do these 5 things.

Customer service is a $350 billion dollar industry1. But even though companies are funneling all of this money into customer care, it still represents a […]

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Customer Service in America: Where in the U.S. Does Good (and Bad) Customer Care Matter Most?

An analysis of 2497 consumer reviews. How good and bad customer experiences impact business ratings in seven major cities across the USA. Customers care more […]

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