As children, we were taught that dinosaurs started to go extinct 65 million years ago, due to a massive asteroid impacting the earth. I’m not trying to insinuate that the extinction didn’t happen, because it did. What I do find …
In my previous blog posts, we looked at the heavy price companies paid for offering poor web self-service, as well as the inadequacies of old school self-service tools like FAQs and site search. While the web is an amazing channel …
You have an amazing website with top of the line graphics and award winning content. You’ve managed to intrigue your customer (a good sign!) and now they’ve got questions, so they head on over to your FAQ page. The ‘Frequently …
It was quite busy last week for IntelliResponse as we participated in three tradeshows: Gartner Customer 360 Summit, NetFinance and CS Week. While each show had a slightly different focus, all were aimed at helping customer service and marketing professionals …
Let’s face it, we’re so deeply entrenched in the digital age, that there’s no turning back now. A company’s website has become the first point of contact for more and more customers, with fifty-seven percent of inbound calls coming from …
Avista Utilities recently deployed IntelliResponse Virtual Agent technology for online customer self-service and their deployment is absolutely stellar. Avista leveraged many of the online self-service best practices that make for a great Virtual Agent deployment. From a consumer’s perspective, Avista …