Customer service

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,

A quarter of customer service and support operations will integrate virtual customer assistant (VCA) or chatbot technology across engagement channels by 2020, up from less than two per cent in 2017, according to Gartner. Speaking at the Gartner Customer Experience Summit in Tokyo last week, Gene Alvarez, managing VP at

98 per cent of Australian consumers say that companies who respond quickly to their queries quickly get more of their business. According to a new study released by communication software company Twilio, the communication experience between a company and their customer has a direct impact on brand and revenue. Sign

NAB Bank branch

NAB is changing the incentives program for its most senior branch and contact centre managers to acknowledge their contribution to customer service, not just sales. More than 700 NAB retail branch managers, assistant branch managers, and sales team leaders in consumer call centres will move from their existing incentive plan

Want to annoy your customers? Removing your phone number from your website is a good place to start. New research from analyst firm Telsyte shows Australians still prefer to pick up the phone and speak to someone directly, despite an increase in digital customer service interactions. Telsyte’s survey of more