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How Conversational AI Will Save Call Centers

While the Covid-19 crisis ramped up interest in these automated solutions, particularly for handling customer inquiries, the tide had already begun to turn for chatbots and their close relatives, virtual assistants. Various conversational interfaces have been around since at least the 1960s,

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Top 5 sources of consumer complaint during the Covid-19 crisis

The Covid-19 crisis has put an untold strain on customer service teams. Many contact centres are having to grapple with new forms of remote working, whilst complaint levels are increasing across numerous industries due to a sudden and unexpected halt in operations. A recent study outlines the shift shift in consumer complaints and lists the top 5 complaints during the crisis.

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Illustration of a hand holding an old style phone handset

Google Is Finally Rolling Out its Own RCS in the US

Google is rolling out RCS through the Google Messages app, Google's ninth messaging app after Google Talk, Google Voice, Google Buzz, Google+ Messenger, Hangouts, Spaces, Allo, and Hangouts Chat. Users of Google's app will eventually see a notification to "Do more with Messages," and then they'll be able to "enable chat features," which is RCS. Google says it will start enabling this for US users in the coming weeks, and the service will be broadly available in the US by the end of year.

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Pandemic Opening the Door to Contact Centre Revolution

Many organisations around the world rushed to set up remote customer support teams in response to the COVID-19 lockdown - but while most of these hastily implemented migrations may ultimately have turned out to be less than ideal, they have provided employers with a good opportunity to rethink how they operate.

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Mobile phone with messaging app icons with WhatsApp with 36 notifications indicating increase in usage during coronavirus lockdown

WhatsApp Messaging Usage Jumps 40% During Coronavirus Lockdown

WhatsApp messaging platform enjoys a 40% increase in usage, rising to 51% for countries in the late phase of the Coronavirus pandemic

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45% of global consumers spending more time on social media

45% of global consumers spending more time on social media

A new report by GlobalWebIndex highlights changes in consumer behaviour during the coronavirus pandemic

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UK asks carriers to send coronavirus alert text messaging alert

UK Government Asks Carriers to Send Coronavirus Alert Customer Messaging Alert

The UK government has asked mobile carriers like Vodafone, EE, o2 and Three to send an emergency coronavirus messaging alert today on their behalf.

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WhatsApp Messaging platform logo with words Coronavirus Covid-19

WhatsApp Looking to Develop NHS Coronavirus Chatbot

WhatsApp is in talks to set up a dedicated NHS chatbot to allow people to access basic information about the coronavirus pandemic, sources with knowledge of the discussions told the Guardian, as the messaging service seeks to shed its growing reputation as a hub for disinformation about the pandemic.

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The Liquidity Challenge: How Automation is Proving Itself in Collections

The Liquidity Challenge: How Automation is Delivering in Debt Collections

There is no doubt that the word “liquidity” will be on everyone’s lips in coming months both from a business and personal sense. The concept is simple with one question being asked “do I have enough money to do the things I need to do?” shopping, petrol or trade creditors it doesn’t really change the calculation needed, income vs expenditure. In all too many cases the gap between these two figures will be a significant with expenditure far exceeding income. That’s a problem!

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What Technology Is Transforming Debt Collections

What Technology Is Transforming Debt Collections

How can companies reduce the unnecessary chasing of customers that only serve to taint the collections process from a customer’s point of view? Well the good news is that cloud-based technology in debt collections is playing an important role and where once was frowned upon is fast becoming the happy bedfellow of the debt collections process.

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Picture of mobile phone with conversational messaging conversation - speech bubbles with bots and customer icons

Conversational Messaging Outperforming the Dialler in Debt Collections

For years diallers have been successful in removing some of the friction from the customer contact processes. But now there is a new kid on the block that is proving to be a worthy opponent. Messaging. Not just any messaging- conversational messaging.

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Speaker coloured green and red

How COVID-19 Will Accelerate Conversational Tech Part 3 - Voice First Interfaces

Voice First interfaces such as Alexa and Google Home are being experimented with more and more as people are staying home and looking for more things to do after they have watched everything on Netflix. Studies show Americans are consuming more News/Talk radio during this Covid-19 crisis.

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Messaging Speech Bubble Overlapping a Heart Shaped Earth

How COVID-19 Will Accelerate Conversational Tech Part 2 - The Rise of Messaging

In times of crisis people want to reach out to others. So, it is no surprise that there has been a significant rise in messaging over the past number of weeks. Facebook is reporting that messaging use is up by 50%-70% with a sharp rise in the use of WhatsApp messaging in the government and health sectors.

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How Covid-19 Will Accelerate Conversational Tech Part 1 | Webio

How the COVID-19 Will Accelerate Conversational Tech Part 1 - Instant Digital Transformation

Businesses have had to go “instantly remote”. Working from home is now an imperative. No conversations about company policy, whether employees liked it or not, it is just the simple issue of just being able to continue operating.

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Communicating with Agents and Customers Is More important then Ever

Communicating with Agents and Customers Is More important then Ever

Webio's Mark Oppermann talks with Smocialite's Phil Stubbs about helping others in this challenging time and discusses what we could and should be doing for customers, agents and the business.

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Walton family from 1970s US tv programme

Employees Remote Working? You must have a Goodnight Jim-Bob

In this post we will share some of the things Webio has introduced to make the transition to remote working easier. Our team are not contact centre agents remote working, but you may find some of the simple ideas may add just as much value as the more complex ones.

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The Liquidity Challenge: How Automation is Proving Itself in Collections

The Liquidity Challenge: How Automation is Delivering in Debt Collections

There is no doubt that the word “liquidity” will be on everyone’s lips in coming months both from a business and personal sense. The concept is simple with one question being asked “do I have enough money to do the things I need to do?” shopping, petrol or trade creditors it doesn’t really change the calculation needed, income vs expenditure. In all too many cases the gap between these two figures will be a significant with expenditure far exceeding income. That’s a problem!

VIEW
What Technology Is Transforming Debt Collections

What Technology Is Transforming Debt Collections

How can companies reduce the unnecessary chasing of customers that only serve to taint the collections process from a customer’s point of view? Well the good news is that cloud-based technology in debt collections is playing an important role and where once was frowned upon is fast becoming the happy bedfellow of the debt collections process.

VIEW
How to Bring Automation into the Collections Process and What Success to Expect

How to Bring Automation into the Collections Process and What Success to Expect

Automation in collections is fast becoming the new norm with many collections organisations already embracing it as part of their customer contact processes. In this webinar, we will look at what automation looks like in a collection’s environment from the very basics to more complex elements. From simple proactive outreach to managing customer responses through automation or a live agent.

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Picture of mobile phone with conversational messaging conversation - speech bubbles with bots and customer icons

Conversational Messaging Outperforming the Dialler in Debt Collections

For years diallers have been successful in removing some of the friction from the customer contact processes. But now there is a new kid on the block that is proving to be a worthy opponent. Messaging. Not just any messaging- conversational messaging.

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Black background with large white words - Conversations Worth Millions

Webio Discussing All Things Conversational on Conversations Worth Millions Podcast

On this 'Conversations Worth Millions' podcast, our very own Paul Sweeney and Mark Oppermann join Roy Murphy to shoot the breeze and discuss everything conversational from AI, automation to how to overcome challenges overcome challenges if you work for a large enterprise.

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Speaker coloured green and red

How COVID-19 Will Accelerate Conversational Tech Part 3 - Voice First Interfaces

Voice First interfaces such as Alexa and Google Home are being experimented with more and more as people are staying home and looking for more things to do after they have watched everything on Netflix. Studies show Americans are consuming more News/Talk radio during this Covid-19 crisis.

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How Shifting Phone Calls To Messaging During The Pandemic Improved Remote Agent Productivity And Customer Engagement

Contact centres large and small are being disrupted and forced to switch to agents working remotely. So, what have businesses done to overcome these challenges. Many have added SMS and WhatsApp messaging to ensure that agents can handle more conversations and customers are getting fast and speedy responses.

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Messaging Speech Bubble Overlapping a Heart Shaped Earth

How COVID-19 Will Accelerate Conversational Tech Part 2 - The Rise of Messaging

In times of crisis people want to reach out to others. So, it is no surprise that there has been a significant rise in messaging over the past number of weeks. Facebook is reporting that messaging use is up by 50%-70% with a sharp rise in the use of WhatsApp messaging in the government and health sectors.

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Uplift in Payment Arrangements
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Increase in Agent Productivity
57%
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48%
Increase in Customer Engagement

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