Insights, trends and best practices.

The latest articles from our experts

Insights, trends and best practices.

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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Why customers prefer email to all other digital channels for customer service [Infographic]

When an issue or question arises, 47% of people prefer to contact a company for customer service over email than any other channel, according to […]

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Freshworks customers now have access to Netomi’s powerful AI platform

With the new Netomi Virtual Agent app for Freshdesk, companies can quickly bring AI into their customer experience workforce and provide brilliant customer support    […]

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How AI Can Radically Improve Email Support (new ebook)

Email is and will continue to be the most widely used and preferred customer support channel. The reason for this is simple. Email is convenient […]

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