Insights and Inspiration

THOUGHT BOX

Graph showing the growth in the value of Chatbots by industry since 2014

Chatbots and their Performance: The Evolution

Chatbots are the hot thing right now. Many surveys claim that XX% of companies plan to deploy a chatbot in Y years. However, where did it all start? Where are we now? In this article, we try to answer these questions.

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Conversational Interfaces image of a colourful mobile phone with advertising speech bubbles saying 'Buy', Buy More'

Conversational Interfaces like WhatsApp to Alexa: Why the Ad-Free Era is Over

Advertisers are finding new ways and places to plug products and as conversational interfaces go from strength to strength, messaging apps and voice-first interfaces like WhtasApp and Alexa are garnishing attention as brands are shift to platforms and formats that they know customers are engaged with

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Why Facebook Messenger Will Dominate 2018

If the end of 2017 is any indicator, 2018 will be the year that Messenger becomes the single most important channel for brands, companies, retailers and individuals to interact with their audiences. Here’s how

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The WIRED Guide to Artificial Intelligence

The WIRED Guide to Artificial Intelligence

Artificial intelligence is overhyped--there, we said it. It's also incredibly important. Superintelligent algorithms aren't about to take all the jobs or wipe out humanity. But software has gotten significantly smarter of late. It's why you can talk to your friends as an animated poop on the iPhone X using Apple's Animoji, or ask your smart speaker to order more paper towels. Tech companies' heavy investments in AI are already changing our lives and gadgets, and laying the groundwork for a more AI-centric future.

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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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1.3 Billion People Are Now Using Facebook Messenger Every Month

1.3 Billion People Are Now Using Facebook Messenger Every Month

Facebook Messenger surpassed another milestone, topping 1.3 billion monthly users.

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Mobile Messaging Apps to Drive Customer Engagement Should Your Company Use Them?

Mobile Messaging Apps to Drive Customer Engagement Should Your Company Use Them?

How do brands match automation with a more ‘human’ element, when venturing into marketing or customer service communications on messaging apps.

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AI Will Save Customers Time and Enhance Their Overall Experiences.

AI Will Save Customers Time and Enhance Overall Experience

Leading tech providers are planning strategies based on an AI-enabled future. Apple, Dell, Facebook, Google, Microsoft and Samsung are some of the companies that have acquired AI startups and are developing new platforms for AI progress. AI is saving users time by reducing the amount of choices and decisions they need to make.

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coloured 3d lines swirling that represent layers and adding layers into in this case customer enegagement

The Power of ‘Layering In’ and Its Impact on Customer Engagement

The power of ‘layering in’ is that it is compounding. You are not only communicating effectively with the customer (engagement), but also decreasing your cost of contact (through automation) while also gathering more customer information (intelligence). Webio have found similar advantages in layering in human interaction into the automated conversation. Small changes in organisational habits such as data gathering at the point of customer interaction, can become part of an overall effort to transform your customer engagement and your business.

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Speech bubbles spelling out the phrase "Start the Conersation" with reference to customer conversations

How Customer Conversations End Depends on How the Conversation Starts

A conversation that starts badly will end badly. Did you ever get off on the wrong foot when someone said the wrong thing, perhaps to be funny? Maybe you were hangry (that’s hungry and now angry for those without kids). It doesn’t matter, with a quick turn of their shoulder you are now looking at that person's back as they walk away. We started talking before we started listening. How much better would a customer conversation be if it started with....

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Why Collections Conversations have finally moved on from phone calls

Why Collections Conversations have finally moved on from phone calls

The collections industry is facing huge changes. There are three key elements that is driving this change that will have seismic effects over how collections teams engage with their customers over the next 24 -36 months.

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Illustration of a robot hand holding a woman placing a speech bubble onto a phone screen to represent converstional customer engegment

How to Take Your First Steps with Conversational Customer Engagement

The explosion in conversational customer engagement has created opportunity, but it can also be daunting knowing where to start. Happily, it doesn't have to be. If you want to start engaging conversationally with your customers, there are some simple steps to get you started.

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Conversational Forms and Why Your Contact Centre Should Use Them

Conversational forms offer an innovative and exciting way to collect data that provides customer with a more enjoyable, personalised and memorable experiences. The addition of AI and chatbots into the mix will invigorate current contact process and allow the business to become more flexible, efficient and effective in guiding customer conversations to the next step.

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Are Forms a Type of Conversation?

Our lives are full of forms. Our online customer experience is full of forms. They are a key input into enterprise conversations but often they simply don’t work, they are static, and customers don’t fill them out. Now forms themselves have become conversational.

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Webio Launches Customer Conversational Forms for the Enterprise

Forms are fast becoming an essential part of the customer contact arsenal and are reducing agent interaction times, reducing costs, and improving customer experience. Webio’s addition of ‘conversational forms’ means that the Enterprise can effectively collect data as part of a digital messaging or online conversation by asking questions, one at a time, just like a real-conversations, which customers love.

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Customer Experience in 2019 and What to Focus On

Customer Experience in 2019 and What to Focus On

Customer Experience is still on trend for 2019, with customers demanding personalized, frictionless experiences and businesses rushing to meet their demands and deliver them. It is predicted that more and more businesses are making customer experience a top priority. So, what should you be looking at as you move into 2019.

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Webio webinar image showing conversation bubbles and contct centre agent and AI chatbot

See How 1 Collections Agent Handles Multiple Customer Conversations Webinar | Register Now

With the introduction of conversational messaging, this reality is quickly shifting. Collections agents, with the power of digital conversations, now have the opportunity to optimise their performance and handle multiple customer conversations concurrently. Imagine 1 agent managing 10 customer conversations...this is the new reality of collections.Check out this webinar which shows how it is done.

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coloured 3d lines swirling that represent layers and adding layers into in this case customer enegagement

The Power of ‘Layering In’ and Its Impact on Customer Engagement

The power of ‘layering in’ is that it is compounding. You are not only communicating effectively with the customer (engagement), but also decreasing your cost of contact (through automation) while also gathering more customer information (intelligence). Webio have found similar advantages in layering in human interaction into the automated conversation. Small changes in organisational habits such as data gathering at the point of customer interaction, can become part of an overall effort to transform your customer engagement and your business.

VIEW
Speech bubbles spelling out the phrase "Start the Conersation" with reference to customer conversations

How Customer Conversations End Depends on How the Conversation Starts

A conversation that starts badly will end badly. Did you ever get off on the wrong foot when someone said the wrong thing, perhaps to be funny? Maybe you were hangry (that’s hungry and now angry for those without kids). It doesn’t matter, with a quick turn of their shoulder you are now looking at that person's back as they walk away. We started talking before we started listening. How much better would a customer conversation be if it started with....

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Whitepaper The Rise of Conversational Middleware

Whitepaper | The Rise in Conversational Middleware: How Messaging, Messengers and Voice-First Interfaces are Driving Customer Experiences

Customer expectations continue to rise yet the ability of businesses to meet these expectations is going down. Expectations are set not just by your best competitor but by the best companies anywhere that your customers do business with. Every customer, even the needy ones, deserves and expects to be welcomed with a simple “How can I be of help?”. We need to start a conversation. In the new world of conversational interfaces such as Facebook Messenger, WhatsApp and Amazon Alexa we are faced with a new type of challenge. This paper looks at how to engage with customers as they progress along their journey. Be where your customers are and give them fast, accurate responses to their queries and efficient resolution to their problems. All with a smile

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Why Collections Conversations have finally moved on from phone calls

Why Collections Conversations have finally moved on from phone calls

The collections industry is facing huge changes. There are three key elements that is driving this change that will have seismic effects over how collections teams engage with their customers over the next 24 -36 months.

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Best-of-Breed Collections, What It Looks Like, What You Can Learn for Immediate Results

The collections and customer engagement landscape has changed rapidly and this pace of change and shows no signs of slowing down. The cost of collections has almost doubled over past 3 to 4 years with many collections organisations and teams making changes to address this challenge. This webinar will look at how award winning collections' teams operate today and what does success look like for them.

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Illustration of a robot hand holding a woman placing a speech bubble onto a phone screen to represent converstional customer engegment

How to Take Your First Steps with Conversational Customer Engagement

The explosion in conversational customer engagement has created opportunity, but it can also be daunting knowing where to start. Happily, it doesn't have to be. If you want to start engaging conversationally with your customers, there are some simple steps to get you started.

VIEW

Conversational Forms and Why Your Contact Centre Should Use Them

Conversational forms offer an innovative and exciting way to collect data that provides customer with a more enjoyable, personalised and memorable experiences. The addition of AI and chatbots into the mix will invigorate current contact process and allow the business to become more flexible, efficient and effective in guiding customer conversations to the next step.

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METRICS WE’VE ACHIEVED

64%
Decrease Unwanted Inbound Calls
42%
Increase in Agent Productivity
57%
Decrease in Operational Costs
48%
Increase in Customer Engagement

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