Customer service

Contact centres are still under siege, facing higher than usual customer queries throughout the ongoing COVID-19 crisis. However, data shows customers’ satisfaction levels remained relatively stable throughout the pandemic and more problems are being resolved with AI.  Zendesk’s latest Benchmark Snapshot data analyses the customer support interactions of more than

Health insurer Bupa has added WhatsApp messaging to its customer service channels, providing consumers with an alternative to waiting on the telephone. The service means customers who are on hold will be given the option to communicate in a secure WhatsApp messaging channel with a real person and enjoy the

Since the global outbreak of COVID-19 more customers are turning to AI-based customer service tools and more brands are using these tools to help manage requests according to new data from Zendesk.  Zendesk’s Benchmark Snapshot Data analyses the support interaction data of more than 20,000 global companies. According to the

In polite and apologetic tones, Australian businesses are pleading with their customers to be patient.   Optus is calmly letting web site visitors know it’s committed to keeping you connected, even though its Customer Care Team’s ability to respond is currently impacted. Covid-19 restrictions mean Telstra’s contact centres are operating with

First, the good news. Consumers are likely to purchase more products from and recommend, a company that provides exceptional customer service. That’s a key finding in the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark study, which captured and compared the attitudes of 2550 consumers in the US, UK and

British media and entertainment business Sky has transformed how it handles customer service issues by using Boomi as an “intelligent black box” powering a self-service application that lets customers troubleshoot and resolve broadband or talk problems. The digital-first innovation won Sky the 2019 UK National Technology Award for Best Enterprise

Retro robot helper.

In order to cope with the avalanche of digital information and activities, customers — like organisations — will increasingly turn to automation moving forward, according to Gartner. “There is often a lot of discussion about how enterprises continue to invest in artificial intelligence (AI) to save time and money, but

rating feedback stars customer experience review

Companies that fail to deliver quality customer service experiences could see an adverse impact to their bottom-line. That’s a key takeaway from Zendesk’s Quantifying the Business Impact of Customer Service in Australia Report 2019. The research reveals that businesses failing to address bad customer experiences may be losing loyal customers

Japan Airlines (JAL) is working with Accenture on a new service that applies artificial intelligence (AI) to answer passenger requests at the airline’s check-in counters. The service assesses what check-in counter agents are saying to passengers and then pushes relevant information to the agents’ tablets in near real-time, which includes

Customer service software provider Zendesk has acquired FutureSimple, the company behind Base. Base is known for building sales force automation software. Terms of the transaction were not disclosed. Zendesk said it will invest in Base’s ongoing market growth and product development, focusing on existing customers and delivering products for smaller,