Insights and Inspiration

THOUGHT BOX

Illustration of a bank alongside a mobile phone with fintech images coming out of it

UK banks must collaborate with fintechs to transform payments industry

The UK payments industry is undergoing an unprecedented transformation, driven by the twin engines of growing adoption of technology and changing consumer expectations. This has led to a race to launch innovative new payment products, services and business models to meet growing customer demand.

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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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Customer Service is all about Connected Conversations

In this increasingly competitive environment, the demand for instant and accurate customer service is going to be prerequisite capability. In this world of infinitely connectable application and application stores, you will need a way to have connected conversations.

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Megafone with conversation speech bubbles coming out of it.

Going Conversational is Key to Customer Engagement

Even though customers don’t want to talk to your business anymore, that doesn’t mean they won’t have a conversation. The days of ordering customers to ‘CALL’ to ‘PAY’ are coming to end. Adopting a conversational tone in any type of engagement is the key to getting customers to respond and have that all important conversation.

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Megafone with conversation speech bubbles coming out of it.

Attention Please: Snackable Customer Conversations

Every day we turn on our phones, read the notifications, go to our favourite bookmarked news sites, maybe even check out a podcast. It's a sequence of actions that actually doesn't vary very much. There are less and less opportunities for random, spontaneous and unplanned interactions and as a results there is a moat closing around the customer and the enterprise needs to find a way across.

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Image of messaging in credit and collections customers hands holding mobile phones and a chatbot at a desk saying thanks for your payment

Why Messaging and Chatbots in Credit and Collections Are So Uniquely Powerful

In credit and collections, when dealing with personally embarrassing situations like an overdue payment the ability to interact via messaging with some automation that incorporates self-service deescalates the situation. Automate conversations where you can and augment the agents where possible. Chatbots are a great way to do this.

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The Importance of Tempo

Finding the tempo that allows your team to operate at their optimum level can be the difference between success and failure. Set a tempo that is too fast and you’re in danger for losing control. Mistakes happen, people burnout and productivity dives. Set a tempo that is too slow and quite simply, you’ll die....

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Customer Conversations- Should I Reply Yet?

Today's customers are more demanding than ever. They want to have their needs meet 'in an instant' regardless of whether they are talking to a friend or engaging with their favourite brands. Customers expect instant access and engagement with your brand! either in their favourite channel or the one they are in at the time. Most customers are indifferent to whether the conversation is with a chatbot, a human agent or a self-service knowledge base. What customers want most is an efficient resolution to the issue at hand.

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Webio Launches' WebioPay' & Makes Collecting Customer Payments Easier

Webio has launched another platform addition - ‘WebioPay ’, which offers a complete way for contact centres and large enterprises to collect customer payments quickly, conveniently and securely with over 120 global PSPs using Webio's conversational payment platform skill.

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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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Customer Service is all about Connected Conversations

In this increasingly competitive environment, the demand for instant and accurate customer service is going to be prerequisite capability. In this world of infinitely connectable application and application stores, you will need a way to have connected conversations.

VIEW
Megafone with conversation speech bubbles coming out of it.

Going Conversational is Key to Customer Engagement

Even though customers don’t want to talk to your business anymore, that doesn’t mean they won’t have a conversation. The days of ordering customers to ‘CALL’ to ‘PAY’ are coming to end. Adopting a conversational tone in any type of engagement is the key to getting customers to respond and have that all important conversation.

VIEW
Megafone with conversation speech bubbles coming out of it.

Attention Please: Snackable Customer Conversations

Every day we turn on our phones, read the notifications, go to our favourite bookmarked news sites, maybe even check out a podcast. It's a sequence of actions that actually doesn't vary very much. There are less and less opportunities for random, spontaneous and unplanned interactions and as a results there is a moat closing around the customer and the enterprise needs to find a way across.

VIEW
Image of messaging in credit and collections customers hands holding mobile phones and a chatbot at a desk saying thanks for your payment

Why Messaging and Chatbots in Credit and Collections Are So Uniquely Powerful

In credit and collections, when dealing with personally embarrassing situations like an overdue payment the ability to interact via messaging with some automation that incorporates self-service deescalates the situation. Automate conversations where you can and augment the agents where possible. Chatbots are a great way to do this.

VIEW
Webio 's 'WebioPay' Conversational Payments see how they work and how they are impacting collections rates, agent productivity and customer experience.

WebioPay - Making Customer Collections Easy... All You Need to Know About Conversational Payments | Webinar

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The Importance of Tempo

Finding the tempo that allows your team to operate at their optimum level can be the difference between success and failure. Set a tempo that is too fast and you’re in danger for losing control. Mistakes happen, people burnout and productivity dives. Set a tempo that is too slow and quite simply, you’ll die....

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Payments,Channels AI & Chatbots..What You Need to Know to Collect More

Payments,Channels AI & Chatbots....What You Need to Know to Collect More | On Demand Webinar

Engaging with customers and securing payments is a constant challenge. With the pace of change around customer communications and rise of messaging as the preferred customer engagement channel, the focus has moved from phone calls. emails and firing out one way SMS messages to conversing in a fair, timely efficient conversational manner that results in a payment.

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Customer Conversations- Should I Reply Yet?

Today's customers are more demanding than ever. They want to have their needs meet 'in an instant' regardless of whether they are talking to a friend or engaging with their favourite brands. Customers expect instant access and engagement with your brand! either in their favourite channel or the one they are in at the time. Most customers are indifferent to whether the conversation is with a chatbot, a human agent or a self-service knowledge base. What customers want most is an efficient resolution to the issue at hand.

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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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