Right before 4th of July last week, I spoke to a business owner who added 4 communication tools in the same year: chatbots, SMS, socials and email. “We’re everywhere,” he said. Still, his data said customers felt ignored. The problem wasn’t the number of channels but the ...
Recently, a friend showed me her engagement dashboard, and wow, it had it all: click-through rates, sentiment analysis, ...
When Avaya announced it will no longer support businesses under 200 seats starting June 30, 2025, it sparked a scramble. For ...
AI answering services are everywhere now. But too often, they focus on features instead of what really matters: whether the ...
Too often, companies implement AI to reduce costs, not improve experiences. But when AI is designed to support agents rather ...
AI has become a staple of modern customer support, but while competitors race to automate everything, the next real ...
We often waste a lot of energy trying to remember what was said. Going through notes, asking peers and blurred memories are ...
Support teams face tighter budgets, higher expectations, and customers who want fast, human help on every channel. Piling on ...
Every day, businesses lose customers. Not because they failed to respond, but because they failed to stay connected. A ...
On a chilly Thursday night last spring, I got a message from a client just past midnight. He was placing an order online and ...
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