Why can’t your chatbot just solve my query?
Chatbots are, to be blunt, everywhere. It feels as if you can hardly visit a website these days without a bot asking how they can help you. By Ryan Falkenberg, co-CEO of Clevva It’s not just a matter of perception either. According to research from Gartner, chatbots...
The future contact centre agent will be an experience consultant
A good customer experience leaves people feeling heard and appreciated. Give customers a great experience, and they'll buy more, be more loyal and share their experience with friends. By Marthle du Plessis, PwC Africa's workforce of the future lead That's what every...
Virtual agents an integral part of the customer service team
When chatbots first arrived on the customer service scene, many thought they could be used to replace human agents. Their ability to talk and learn made us believe that they could perform the role of a virtual agent, resolving more customer queries unassisted. By Ryan...
Do you dislike your bank’s chatbot? Help is on the way
Customer service in call centres, particularly in the banking sector, has been variable, at best, for a number of reasons. By Ryan Falkenberg, co-CEO of Clevva Technologically, many businesses are still siloed. This means agents don’t always have access to everything...
Redefining the boundaries of human engagement
Technology has evolved to the point where it can transform human engagement. There have been astonishing advances in technology. On the medical frontier, artificial intelligence (AI) and machine learning (ML) can predict health issues before they become long-term...
Merchants joins UN Global Compact
Business process outsourcing (BPO) provider and customer experience partner, Merchants, has become South Africa's first BPO to join the United Nations Global Compact, the world's largest corporate sustainability initiative. "We are excited about this new step in our...
Digital-first contact centres position BFSI organisations for a new era of customer service
With constantly changing customer behaviour and expectations, today's customer journey can be complex, spanning many different points of contact across various engagement channels. By Dorotea Vatavuk, senior customer success executive at Infobip However, for many...
Dis-Chem chooses Clickatell’s Chat Commerce platform
Clickatell has been selected by Dis-Chem Pharmacies to enable WhatsApp as its customer communication channel to engage with its customers. Dis-Chem customers can now quickly and easily access various services through WhatsApp by sending "Hi" to 0860 347 243. The easy...
Virtual agents can be a win for SA’s BPO sector
South Africa's business process outsourcing (BPO) sector has built its reputation on the quality of its people. Our contact centre agents are some of the best in the world, offering warm, efficient customer service experiences via voice channels. Ryan Falkenberg,...
The pandemic changed everything: Where next for CX and contact centres?
There's a direct correlation between excellent customer service and business growth. We've seen in the last year how customer expectations can change rapidly, sparking a scramble for organisations to adjust their customer service offerings and CX strategy accordingly...
Translating context: the power of the human voice
The human voice can become the organisation's most valuable asset - understanding it, interpreting it and using it to transform communication, collaboration and business insights. As customers increasingly learn to vote with their feet in competitive markets, it has...
This is what you need to know about specialist chatbots
Chatbots as we know them are evolving. The generic bot found on many websites isn't fit for many of the purposes it's been deployed for. But now, chatbots are specialising to better meet the variety of roles they can fill - if correctly programmed. By Ryan Falkenberg,...