Customer Service Automation: Less Stress, More Success
Customer service can be a headache. Customers want quick, personalised responses on email, chat, and social media. Meanwhile, agents are drowning in repetitive questions like, “Where’s my order?” or “How do I reset my password?” On top of that, managers need to improve service while cutting costs. Throw in scattered data, and it’s pure chaos. […]
How dedicated customer service provision helped award-winning Mercedes-Benz distributor, Rygor, solve their biggest CX challenges
More and more of the UK’s leading brands are using a Bespoke Customer Team from Moneypenny, entrusting our brilliant customer service agents to answer their calls and emails, respond on social media, manage their live chat, process orders, take payments and more on their behalf, to deliver the ultimate customer experience. By providing extraordinary support across multiple […]
INDUSTRY SPOTLIGHT: Zoho Desk – Strike great customer service every time
At Zoho UK, we believe in working smarter, not harder. With over 90 million users and more than 50 apps under our belt, we’re all about making business life easier. Our tools help streamline workflows, boost productivity, and most importantly, keep your customers happy. If you’re leading a customer service team, you’ll love Zoho Desk. It’s […]
Gartner predicts rise of unofficial AI-powered 3rd party tools in customer service
40% of all customer service issues will be fully resolved by unofficial third-party tools powered by GenAI by 2027, with leaders urged to evolve strategy to adapt quickly. Specifically, Gartner says consumers are increasingly adopting unofficial third-party GenAI tools such as ChatGPT, Google AI Overviews, and Apple Intelligence to resolve issues. The deep integration of […]
Paradox as Gen Z want AI customer service but also human interaction
Sixty percent of Gen Z craves the speed and convenience of AI-powered customer service, but still prefer human interaction for complex issues. That’s according to a survey conducted by CX specialist Five9, which says the paradox highlights the need for businesses to strike a balance between AI-powered solutions and the human touch to meet the […]
Two-thirds of public would prefer companies didn’t use AI for customer service
Sixty-four percent of customers would prefer that companies didn’t use artificial intelligence (AI) in their customer service. That’s according to a survey by Gartner, which found that 53% of customers would consider switching to a competitor if they found out a company was going to use AI for customer service. A Gartner survey of 5,728 […]
Retailer customer service being undermined by failed delivery slots
A new study, carried out by post-purchase customer experience provider parcelLab and e-commerce customer care and fulfilment specialist Salesupply, highlights significant gaps in delivery reliability, tracking transparency and customer service automation for major UK retailers, as well as disappointing shipping fees. The UK’s Top 100 Retailers’ Post-Purchase Secrets Report 2024 reveals critical areas where retailers need to improve to enhance customer satisfaction and retention, with a […]
DOWNLOAD: 11-step guide to boost customer service from Freshworks
Use this guide to discover how an AI-powered omnichannel solution can automate and scale customer support. We know that customers expect fast, consistent support across channels. CX leaders, on the other hand, struggle with balancing agent workload and managing growing customer expectations. This step-by-step guide from Freshworks dives into how AI-powered automation helps you bridge […]
CASE STUDY: One Nexus’ pledge to elevate customer service excellence – A year in review
In the dynamic world of the automotive industry, prioritising good customer service remains paramount for businesses. Recognising this, One Nexus embarked on a journey to elevate its customer experiences by implementing a strategic combination of partnerships and innovative solutions to streamline its business operations. Alan Glazier, the Commercial Director at One Nexus, explains the transformative […]
GUIDE: How to use AI to personalise customer service
You may be looking to scale your customer service with AI, but hesitant about how AI may present your organisation to your customers and prospects. As a result, we wanted to share this guide from Freshworks, to investigate how you can adopt the right AI workflows to make teams more productive, reduce wait times for […]
