Customer Service

Hidden Fees Main Image

Incentivizing Customer Behavior Change: Customer Self-Service Trumps Hidden Fees

Customer Service, Payments, Security, Self Service / By

Customers Don’t Like Hidden Fees A recent Gizmodo article highlighted the fact that some telecom companies charge customers high fees for paying their bills over the phone with a representative. Depending on the company, these fees ranged from $5 to $8 per transaction. With the large customer bases these companies have, those fees could result in …

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IVR and AI Main

How to Get More From Your IVR with AI

Artificial Intelligence, Customer Service, IVR, Technology / By

How AI Delivers Better IVR When you hear artificial intelligence (AI) and interactive voice response (IVR) in the same breath you may scratch your head and wonder, “how does that work?” Using an AI engine, like IBM’s Watson, with an IVR system creates smarter self-service applications and delivers better customer experiences. With IVR callers have …

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bkgdIndustryInsurance

Case Study: Specialty Insurance Company Drastically Cuts Payment Processing Costs

Case Study, Customer Service, Insurance, Payments / By

One of the challenges of being a leading, major insurance company (MIC) is that at a certain point you have so many customers that it becomes tricky to give them all the attention and service they need. This was precisely the state that one of Plum’s clients found itself in. The company wanted its agents …

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bkgdIndustrySoftware

Case Study: Mobile Software Company Improves Customer Service with Plum IVR

Case Study, Customer Service, Plum Fuse, Technology / By

A leading mobile software company (MSC) in Canada uses Plum products to power their customer service offerings. As a company that offers an array of digital products with over 100 million users all over the globe, MSC needed a solution that had multi-language support. As a company that deals with digital products in its own …

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The Netflix Effect Main Image

The Netflix Effect & Why Voice Remains Critical For Customer Service

Cloud Computing, Customer Experience, Customer Service, Omnichannel / By

The Netflix Effect The world of technology often seems like the fallout from Sherman’s march to the sea where old technologies are left smoldering in ashes in the wake of the latest and greatest. We might even call this the Netflix effect. After all, not many people choose VHS as their primary medium for watching …

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stream of water

Respond to Customer Complaints in Real Time

Customer Experience, Customer Satisfaction, Customer Service / By

It’s about time. Customers, like everyone else, have a different notion of time than they used to. The internet and mobile devices have done that—we can access the whole world of knowledge with our fingertips, instantly. This also applies to customer complaints. More quickly than ever, customers can lodge complaints against our companies—so fast, in …

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guy with tablet in restaurant

The Next Iteration of Self-Service

Artificial Intelligence, Call Center, Customer Experience, Customer Service, Omnichannel, Self Service / By

Once we acknowledge that the measurable, objective job might be taken by an app, we have to make service dramatically better than self-service, or else this job is gone. —Seth Godin Humans replaced by machines. This is the future sci-fi movies have been both hoping for and warning us about for decades now. It’s closer …

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