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Jacada Blog

harvesting the benefits of digital self service

There are many advantages to be gained from guiding customers into channels where they can resolve their problems without requiring an agent’s help.

key brand differentiator

Why Digital Customer Service Should be a Top Priority

For a long time, companies have realized the importance of customer loyalty. Having a “good name” in business meant that people recommended buying from your company again and again.

Omnichannel necessary but complex

As customers adopt multiple contact channels, challenges like digital pivoting come to the fore.

The present ubiquity of smartphones, the rapid growth of Social Media and the interconnectedness of modern consumers means that companies today face something of a quandary. They are finding that there is an increasing need to communicate and respond to customers using a multitude of channels beyond the standard voice call.

digital engagement and first visit resolution

The ‘Holy Grail’ of customer service has always been first contact resolution – digital channels offer a new way to achieve this.

transitioning voice customers to the digital channel

The millennial generation is vastly different from those that came before it. Far more technology focused than their predecessors, millennials understand what technology can achieve and therefore have far greater expectations when it comes to issues around service.

increasing efficient digital customer service

Today, digital innovations have sparked a transformation in the rules of customer engagement, a new age of customer service being driven by the customers, themselves. To continue successfully serving, acquiring and keeping customers, companies need a fresh approach in order to develop and maintain the efficiency of their digital customer service, one that drives brand loyalty with happy, satisfied customers who keep coming back.

best practices to improve customer service

Digital Strategy: 5 Best Practices to Improve Customer Service

Today’s digital landscape has ushered in a new age in customer service. As companies use digital interfaces to engage with customers and build relationships, customer interactions are spanning across an ever-expanding array of touch points, with customers often using various channels in the quest to get the service that they need when they need it.

jacada visual ivr is the vendor agnostic instant app equivalent Android Instant apps are all the buzz in the tech industry news, lately. The promise is very appealing. Who actually enjoys being forced to visit the Play Store and install an app before getting to the content they are after? Android users will soon have instant access to the entirety of a mobile applications content, without the annoying blockades and buzzkill of having to download the full application. Or at least that’s what they’ve been promised.

the state of virtual agents

There’s no denying that virtual agents – or “chat bots” (or simply, bots) – are experiencing a tremendous resurgence in interest, and along with that, a rapid advance in innovation and technology.

This resurgence is driven by four primary factors – it’s a perfect storm – a confluence of drivers causing massive interest, adoption, growth and innovation.

How Customer Experience (Cx) can be Dramatically Enhanced  by Deploying Digital Channels and Digital ResourcesMost professionals operating in the Customer Experience (Cx) space are typically faced with these four primary challenges:

  • Improve, enhance and optimize the entire Customer Experience
  • Reduce or mitigate business, brand, product and reputational risk
  • Improve business, commercial and financial performance