Insights, trends and best practices.

The latest articles from our experts

Insights, trends and best practices.

How to Design Dialogue for Chatbots

Best practices and downfalls for conversation design for chatbots and voice assistants  The art of conversation evolved early in human evolution. As a species, we’ve […]

Read more

SMS Customer Service and SMS Chatbot Strategies (Updated August 2021)

We’re a society of texters: 8.5 billion text messages1 are sent in the United States every day. On a personal level, it’s about 26 sms […]

Read more

Everything You Need To Know About Omnichannel Customer Experiences in 2021

Today’s digital world is littered with companies providing omnichannel experience scenarios for their customers. Here’s a real-life example of an omnichannel experience: While looking through […]

Read more

7 Ways to Provide Personalized Customer Service (Plus Benchmarks and Stats)

Tips on upping the personalized customer service you provide as part of overall experience Customer support is more important to gaining loyalty than ever before. […]

Read more

The 10 Best Banking Chatbots (And How Your Financial Institution Can Use Them, Too)

Banks and credit unions are deploying AI-powered chatbots to modernize the ai customer experience and remove friction from everyday banking. Chatbot statistics can help prove […]

Read more

7 Ways to Provide the Best Conversational User Experience on Chatbots

Designing a good conversational experience for a machine isn’t easy. There’s a delicate balance between being too human and not human enough. A chatbot is […]

Read more

Chatbot Fails (And How To Avoid Them)

Having been around for a few years, chatbots have had some pretty unfortunate incidents. From all-out racism brought on by ruthless trolls to flat-out terrible […]

Read more

Looking to grow your support team and reduce costs? Here’s why AI trumps outsourcing customer service

As a way to grow a support team, scale to new markets, provide 24/7 support and reduce costs, many companies hire a business process outsourcer […]

Read more

Customer Service Benchmark Report – Support Benchmarks for Today’s Top Companies

To download a copy of the full Customer Service Benchmark report, visit here. Overview of our 2020 Customer Service Benchmark Report Results of our inaugural […]

Read more