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Blog

Mkgt team

Recent Posts

Integrated Selling Process for Customer Care

by Mkgt team | July 16, 2020

In recent months 78% of consumers have increased their online purchases to avoid exposing themselves to possible COVID-19 infections; in addition, 42% require having online attention and troubleshooting systems.

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Topics: multichannel customer engagement, online customer service, digital selling

Using Social Messaging To Improve Customer Service

by Mkgt team | June 25, 2020

Social messaging is fast becoming a core component of Customer service. In particular, the ability for Customers to quickly and easily get in touch with your business is very appealing. Through social messaging, Customers are able to have greater privacy, receive new message notifications and get even quicker responses. 

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Topics: customer engagement, social media, messaging, best practices

Video Solution for Telemedicine, Today and Tomorrow

by Mkgt team | May 14, 2020

Telemedicine, it's a quite new service, but the unexpected Covid-19 pandemic outbreak, especially in Italy, is speeding up and increase its diffusion.
Since March 2020, in fact, there have been huge transformations in the perception and digitalisation process of businesses, first of all in medical and healthcare.

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Topics: remote assistance, video remote support, healthcare

Improving Customer Experience in E-Commerce

by Mkgt team | May 14, 2020

Investing in actions to improve the consumer's shopping experience is essential for e-commerce not to be left behind. Consumers are increasingly buying online, and, with this demand, new eCommerce are appearing, and stores are moving digital.

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Topics: online customer engagement, next generation proactive support, ecommerce, best practices

Be there for your Customers, at the right time and place

by Mkgt team | March 12, 2020

The surge in online purchases and tools such as videocall platforms, as well as applications useful for carrying out many of the services or work activities online, are demonstrating in these days that new technologies are an important key and an unexpressed way with enormous potential.

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Topics: customer service, next generation customer interaction

Exceeds Millennials Expectations in Customer Experience

by Mkgt team | December 10, 2019

It’s no longer a luxury to be able to communicate with Millennials, it’s a necessity.  Considering that Millennials are those born from 1982 onwards, we have reached the point in which a large part of that generation is working, earning money, spending and banking it. So, It’s no surprise that organisations are investing large sums in catering to this age group when generating value on Social Media for their companies, all necessary means of acquiring new customers from this growing generation.

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Topics: customer service, social media, next generation customer interaction, messaging, millennials

Black Friday is Coming. Is your Customer Service Ready?

by Mkgt team | November 28, 2019

Photo by bruce mars from Pexels

Today, if we want to explain what Black Friday is with a single word we would say "discounts", because many stores and eCommerce offer big discounts on many products, allowing customers to buy at very convenient prices. But what about Customer Care in these crazy days?

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Topics: customer service, Next generation customer iteraction, self-service, millennials, new trends, ecommerce

Top 6 Customer Experience Trends for 2020

by Mkgt team | November 26, 2019

2020 is foreseen as a year where businesses will show the biggest interest in tools, technologies and services to take care of their Customers.
In a world where doing Customer service right it's increasingly easier, a good Customer service experience might not be a differentiator. Customers require value.

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Topics: next generation customer interaction, innovation, new trends

How to Satisfy Customer Needs Using Conversational AI for Chatbots?

by Mkgt team | November 12, 2019

Whether you run your own eCommerce platform or manage a site dedicated to cloud-based service outsourcing, presenting your stakeholders with conversational AI can be highly beneficial. Artificial intelligence (AI) algorithms in the form of chatbots have become a global mainstay, becoming an integral part of industries such as FinTech, real estate management, health, and banking to name a few.

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Topics: video chat, remote assistance, video remote support

Making the Case for Video Chat

by Mkgt team | October 29, 2019

Advancements in technology have enhanced the quality of communication tools available to companies. As a result, an ever-increasing number of brands have been exploring video chat as a tool to improve contact center operations.

Live video chat is proven to help decrease resolution time, boost customer satisfaction and drive ROI; so, let's discover more about its best application in Customer Care.

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Topics: video chat, remote assistance, video remote support

Visual Remote Support: Assist your Customers Through a Shared View

by Mkgt team | October 10, 2019

If a picture is worth a thousand words, imagine what you can do with video. 

Imagine how easy it would be to solve issues in 5 minutes, without the technician of the customer support to leave the office. Now stop imagining, it is already possible!

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Topics: customer experience, customer service, video chat, CX, remote assistance, ominichannel, video remote support

Is Digital Self-Service The Future of Banking?

by Mkgt team | October 01, 2019

In recent years, evidence points to a new rise in self-service trends that range from food ordering to Customer support and financial operations. These trends don't show any sign of slowing down and there is no use in fighting change. So, what can we do? The answer may just be in integrated Customer support platforms.

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Topics: customer service, mobile banking, traffic analysis, next generation customer interaction, self-service, digital banking, new trends

Customer Service Collaboration: a Key Step for the Perfect CX

by Mkgt team | August 20, 2019

Today, customers can get in touch with companies' assistance center, which offer them different contact channels, like call, chat and video chat. Nevertheless, sometimes it is necessary to use something more, that allows the agent to get in deeper contact with the customer. It's here that real-time collaboration tools come into play.

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Topics: customer service, realt-time collaboration, co-browsing

Chatbot for Customer Service: the Virtual Agents Help Operators

by Mkgt team | July 16, 2019

ChatBot technology represents an enormous potential for enhancing the Customer journey; it is increasingly widespread, and it is becoming a part of all of our digital lives. Its application is spreading into messaging platforms and it has been launched as a digital assistant by the largest technology companies.

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Topics: customer service, chatbot, virtual agent

Future Innovation Trends in Banking

by Mkgt team | July 02, 2019

Topics such as artificial intelligence and digital banking were under focus in the weeks surrounding IBM Think Summit event, held the last 26th of June here in Milan. Industry leaders and vanguard entrepreneurs made the best of it with talks and interviews, and, of course, Chatbots and integrated customer support software were on the front lines once again.

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Topics: online banking, customer service, online customer engagement, mobile banking, virtual agent, next generation customer interaction, insurance, integration, messaging, chatbots

When Customers Need Help, the Digital Remote Advisor Comes In!

by Mkgt team | April 23, 2019

Digital remote advisors are spreading fast in the Customer Care business and offer remote high-quality support that is changing the Customer support system. This technology allows Customers to be supported in their purchase experience, in the same way, they would be in physical stores.

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Topics: customer experience, customer service, digital remote advisor, next generation customer interaction, remote assistance, video remote support

What Do Customers Expect from Proactive Digital Assistance?

by Mkgt team | March 26, 2019

 

Customers today are far more demanding than the past and their expectation towards companies have increased a lot. Proactive digital assistance is a good solution to satisfy these expectation; if it is done in the right manner, it offers to customers the help they need when they need it, or even before!

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Topics: customer experience, customer service, customer service trends, next generation proactive support, proactive assistance, next generation customer interaction

Every Customer's Journey Starts Online

by Mkgt team | January 15, 2019

We are living in a digital era, and in particular, we are in a phase when the most important aspect for companies is creating value and reliability for customers. This change of focus has therefore started to reshape the digital service strategies.

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Topics: customer experience, customer service, next generation customer interaction