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Artificial Intelligence and How it is Powering Customer Experience in Retail

Artificial Intelligence and How it is Powering Customer Experience in Retail

Making e-commerce smarter and more personalised is now a top priority for retailers with many investigating how AI and cognitive computing can help. According to Forrester, AI, big data and analytics will increase businesses’ access to data, broaden the types of data that can be analysed, and raise the level of sophistication of the resulting insight.

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Chatbots vs conversational commerce: What's the difference? | My Customer.com

Chatbots vs conversational commerce: What's the difference?

Making e-commerce smarter and more personalised is now a top priority for retailers with many investigating how AI and cognitive computing can help. According to Forrester, AI, big data and analytics will increase businesses’ access to data, broaden the types of data that can be analysed, and raise the level of sophistication of the resulting insight.

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Strive to Infatuate Your Customers

Strive to Infatuate Your Customers

You shouldn’t merely focus on providing customers with a satisfying experience. Rather aim to deliver them a string of experiences that keep them perpetually infatuated says Gabor George Burt.

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Merry Christmas & Happy New Year from Webio

Merry Christmas & Happy New Year from Webio

2016 is coming to an end and all here at Webio wanted to say thanks to all our readers, customers, partners and followers for making this year an amazing year for Webio.

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Illustration of AI Chabot with an agent headset beside a ahnd holding a  mobile with automated messages - messaging

Getting the Most from AI Agents and Messaging Apps in the Contact Centre

The world of customer engagement is forever changed! We have moved at warp speed from the days of handling calls and sending SMSs to a world of Messaging Apps and Chatbots. Customers are now in the driving seat and want to engage with companies as easily as they do with everyone else!

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5 Strategies to Up Your Customer Support Game with Millennials

5 Strategies to Up Your Customer Service Game with Millennials

Millennials don't want to call contact centres. 34% would rather visit the dentist than call! With 75% percent preferring messaging to any voice communication here are 5 ways to improve your customer service with Millennials.

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Messaging Apps Are Changing How Companies Talk with Customers

Messaging Apps Are Changing How Companies Talk with Customers

Customers are already in the habit of interacting on messaging apps. Although the use of brands’ mobile apps has exploded since 2008, “brand app fatigue” is starting to settle in. Messaging apps, by contrast, have never been hotter. Today six of the top 10 global apps are messaging apps, used by 1.4 billion people worldwide and growing by 12% annually.

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Colourful painting with yellows and reds - Man leaning against a messaging conversation bubble

The Killer Feature of Messaging No One’s Talking About

Mobile is the future of global computing, and according to Mary Meeker and Co., the killer app for mobile continues to be messaging. In 2015, messengers surpassed social networks in both number of users and rate of growth. And even though the mobile-OS-plus-app thing is still strong, research consistently shows that users interact with just 27 unique apps per month, and actually care about far fewer over time.

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Europe’s First Conversational Interfaces Conference - ConverCon Announced

Webio Announces Europe’s First Conversational Interface Conference

ConverCon brings together the world’s leading conversational interface platform players, technology enablers, next level CX design experts & the business community to share enthusiasm, learnings & experiences

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Vote for Webio Last Chance!

Vote for Webio Last Chance!

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Virtual Agents Reducing Inbound Call Volumes…How Does That Work?

Virtual Agents Reducing Inbound Call Volumes…How Does That Work?

Chatbots, AI agents, virtual agents or virtual customer assistants or whatever you want to call them, are the ideal way to reduce inbound contacts. Virtual agents are fully armed to tackle thousands of contacts easily. That's their job. But it can be somewhat daunting getting started. This post looks that the key things to consider.

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Conversational Interfaces as an Emergent Property

Intelligent Assistants are clearly the next step in moving us all down this conversational path. Artificial Intelligence will be important at the conversational platform level. The question will be how much of it comes “packaged as features within the products you buy from vendors”, how much of it is a general capability you have access to from cloud based API’s, and how much of this you are going to have to build and wrangle with for yourself?

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Girl holding up mobile phone with a payment completed image on the screen. Showing Messaging and Artificial Intelligence getting a payment.

Get Paid Faster Using Messaging and Artificial Intelligence

Messaging & Artificial Intelligence are proving to be effective in getting customers to open up and engage, much more so than traditional communication channels. Messaging and Artificial Intelligence really are the leading options for collections teams who want to get paid quicker.

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Messaging is the Future of the Call Centre

Messaging is the Future of the Contact Centre

Messaging is the future for call centres as businesses are seeing the huge benefits associated with embracing the ever-moving changes in how technology can enhance the power of connecting people from all walks of life, at scale and with ease.

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Messaging Apps and AI Deliver Amazing Customer Service

Messaging Apps and AI Deliver Amazing Customer Service

Messaging Apps and AI customer service is here to stay. With more and more businesses realising that it’s only a matter of time before it becomes a common feature of the modern customer service world.

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10 Customer Experience Stats to Note for 2017

10 Customer Experience Stats to Note for 2017

When talking about the importance of customer experience in the contact centre, it is always useful to have some statistics to refer to. Here are some statistics that may help when mapping out and planning Customer Experience for your contact centre.

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Messaging and AI:  SImple Things You Can Implement Now

Messaging and AI: SImple Things You Can Implement Now

Messaging and AI are changing the very nature of how companies engage with customers. New messaging channels are presenting new challenges – more channels mean more noise and more contact. With customers firmly in the driving seat and this shift towards messaging, companies are scrambling to develop/deploy both an AI and messaging plan. But getting started with messaging and AI doesn’t have to be so daunting. There are simple steps that the contact centre can take when embarking into this new messaging world, and it doesn’t involve pulling the plug on the phone and email.

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Web Chat vs Messaging - What's the Difference  | On Demand Webinar

Web Chat vs Messaging - What's the Difference

This webinar will focus on the growth of web chat and messaging. Two channels somewhat similar in the experience they provide, but drastically different in uptake and the value they can deliver to the business, and in particular the contact centre.

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Reduce Inbound Contact with Less Agents Using AI Driven Conversations

Reduce Inbound Contact with Less Agents Using AI Driven Conversations | On Demand Webinar

Gain an insight into how AI is helping contact centres manage both structured and unstructured inbound contact regardless of the channel. Whether it is SMS, WhatsApp, Messenger, Viber etc. more channels result in more noise and more contact, but that doesn’t have to mean more agents and more costs.

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Customer Engagment image with messaging app logos -  WhatsApp. Messenger, Telegram. SMS etc

On Demand Webinar | Customer Engagment is Changing Are You Ready ?

Messaging apps are giving companies access to customers’ personal messaging space, a space where conversations flow easily, content is shared effortlessly and engagement is great. The challenge is more channels results in more noise, so how can the business address this situation.

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Conversational commerce image of messaging apps - Messenger, WhatsApp, Telegram on a mobile phone screen

Messaging as Conversational Commerce Takes Off

Customers are increasingly turning towards messaging, such as SMS and chat apps like Facebook Messenger and WhatsApp to engage with retailers, a global study has found.

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Two silhouettes of a man and a woman on messaging apps against a Facebook like image.

Customers Don't Mind Hearing from Brands on Messaging Apps

Take a look how the majority of consumers are willing to connect companies via their messaging apps and open up their private once private space to business. The line between social media and texting is more blurred than ever, and brands have a real chance to capitalize on this.

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The Hype and Hope of Artificial Intelligence

A.I. is really about augmented intelligence that helps us navigate our increasingly complex and digital world. And it is nothing to fear.

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Artificial Intelligence Reimagines Insurance - Architecting Breakthrough Transformation

AI in insurance has remained limited so far, as the industry has been conservative in transforming existing legacy systems and adopting new technologies that could disrupt its status quo. Hard pressed to innovate and stay relevant in the connected world, insurers are forced to adopt the new capabilities of AI in their operations.

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METRICS WE’VE ACHIEVED

64%
reduction in inbound calls
80%
improvement in agent productivity
70%
reduction in operational costs
60%
score increase of customer experience

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