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.
VIEWChatbots 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.
VIEWAdvertisers 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
VIEWIf 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
VIEWArtificial 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.
VIEWMaking 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.
VIEWFacebook Messenger surpassed another milestone, topping 1.3 billion monthly users.
VIEWHow do brands match automation with a more ‘human’ element, when venturing into marketing or customer service communications on messaging apps.
VIEWEvery 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.
VIEWIn 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.
VIEWFinding 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....
VIEWToday'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.
VIEWWebio 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.
VIEWThe 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.
VIEWA 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....
VIEWThe 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.
VIEWEvery 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.
VIEWIn 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.
VIEWFinding 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....
VIEWEngaging 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.
VIEWToday'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.
VIEWWebio 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.
VIEWWebioPay enables the contact centre to collect customer payments quickly & securely with over 120 global PSPs. Watch and find out more
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