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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Chatbots in Debt Collections image shows illustration of a call centre agent on the left, a Webio chatbot on the right and a phone with text messages in the middle

Chatbots in Debt Collections: Why They Are Good for You and Your Customers

We are now living in a digital world and adopting a digital approach to debt collection and engaging with customers via digital conversations is becoming more and more mainstream. Yes, there are companies that are somewhat reluctant to take that step but, the industry is quickly evolving towards digitalisation, automation and AI and here are some things that you need to know:

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Will Chabots Collect My Customers Payments?

Will Chatbots Collect My Customers Payments?

The world of collections and recoveries won’t be immune to this new wave of AI and high levels of automation. The role of human collections agents are destined to change with agents becoming more skilled and their role focused primarily on complex negotiations and organising arrangements with customers rather than on low value routine customer engagements.

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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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Chatbots in Debt Collections image shows illustration of a call centre agent on the left, a Webio chatbot on the right and a phone with text messages in the middle

Chatbots in Debt Collections: Why They Are Good for You and Your Customers

We are now living in a digital world and adopting a digital approach to debt collection and engaging with customers via digital conversations is becoming more and more mainstream. Yes, there are companies that are somewhat reluctant to take that step but, the industry is quickly evolving towards digitalisation, automation and AI and here are some things that you need to know:

VIEW
Will Chabots Collect My Customers Payments?

Will Chatbots Collect My Customers Payments?

The world of collections and recoveries won’t be immune to this new wave of AI and high levels of automation. The role of human collections agents are destined to change with agents becoming more skilled and their role focused primarily on complex negotiations and organising arrangements with customers rather than on low value routine customer engagements.

VIEW

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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Increase in Agent Productivity
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Increase in Customer Engagement

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