![[Video] What You Can Expect from “Chatbots”?](https://fonolo.com/wp-content/uploads/2016/05/Video-What-You-Can-Expect-from-“Chatbots”.jpg "[Video] What You Can Expect from “Chatbots”?")
Last month, Facebook made an announcement that would allow businesses to automate its customer service through Facebook Messenger. Before long, the twitterverse was abuzz about bots (cue the hashtag #botmania). And it’s no surprise that the conversation has kept its momentum, and likely will, until we see the true effects this technology has on B2C communications.
It raises a number of very important questions like: Will automated customer support eventually replace the 1-800 number? What will happen to the live agent? How will chat providers be affected? These questions had us itching for some answers, so we invited a panel of chat experts to tackle them and more in a one-hour Google Hangout. Continue reading
Customer service is arguably the single most important aspect of any organization. With that, support departments have to understand how customers wish to communicate in order to be successful.
Last week, Fonolo hosted yet another insightful Google Hangout, discussing the true challenges of outsourcing your call center. This fabulous panel of BPO experts shared their thoughts and comments on critical issues that your contact center should keep in mind. To save you some time, we’ve extracted video snippets showcasing highlights from the discussion.
Many contact centers strive to provide the best possible experience for their callers. As we all know, customers hate waiting on hold, but when spikes in call volume occur, abandon rates inevitably go up and customer satisfaction suffers.
