Insights and Inspiration

THOUGHT BOX

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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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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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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Why Chatbots Must Be Part of your Digital Customer Engagement Strategy

Why Chatbots Must Be Part of your Digital Customer Engagement Strategy

The is little doubt that chatbots are here to stay and they are only going to get better as artificial intelligence improves and business gain more experience in how best to utilise them. The benefits of chatbots just cannot be ingnored, they are revolutionising customer engagement and customer experience. Customers are demanding more personalised customer experiences and businesses are being forced to review how they engage with customers and how technology can play a part in closing the gap between what customers want and what the business is able to deliver.

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Improving Customer Experiene image.  Two converation bubbles with a thumbs up for 5 star customer experience

Top Tips on Improving Customer Experience

Businesses that get customer experience right, there is huge opportunity to gain new customers, keep the customers you already have, and charge ahead of the competition. If invigorating and improving customer experience seems like an insurmountable task, it isn’t. Here are some ideas to get the creative juices flowing.

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WhatsApp is Here and Webio is Ready !

WhatsApp is Here and Webio is Ready !

At long last it is here... WhatsApp for business API has been launched and we are ready!! Webio can now enable businesses of all sizes to connect with their customers via WhatsApp. With over 1.5 billion WhatsApp users worldwide and 65 billion WhatsApp messages sent daily, the need to engage with customers in this channel is obvious.

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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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The Rise of Conversational Middleware:The Secret to Harnessing the Power of AI,Chatbots and Voice Interfaces

On Demand Webinar | The Rise of Conversational Middleware: The Secret to Harnessing the Power of AI,Chatbots and Voice Interfaces

This Webio webinar reviews what conversational interactions are, how they are changing the face of customer engagement, and why thinking in terms of conversational intelligence is crucial to delivering they kind of customer interactions customers not only demand…..but expect.

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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.

VIEW

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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Webio Engaging Conversational Forms from Typeform shown on a mobile and tablet

How to Reduce a 25 min Customer Call to 5 mins with Engaging Conversational Forms | On Demand Webinar

Gathering important data from customers can be a challenge especially when being completed on a phone call with an agent, capturing accurate data is time consuming and costly. With Webio's Typeform integration, static forms are now a thing of the past, with conversational forms giving customers the experience they want and the business the outcomes it needs.

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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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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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