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Blog

Voice of the customer: discover what they think of you with AI

by Mkgt team | April 26, 2021

The ultimate goal of any business has always been creating a long-lasting relationship with their customers and not to lose them for a competitor. But in order to do so, every brand has to analyse and coordinate all the information, about them and from them, that technologies can gather! 

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Topics: customer engagement, online customer service, customer service trends, social media, chatbot, customer journey, social media customer service, omnichannel customer journey

Go Beyond Chatbots: AI at the service of your Customer Service

by Mkgt team | April 01, 2021

Talking to the customer service of a brand should feel like talking to a friend. Too often brands do not feel like human entities capable of building two-way communication. Communicating with them feels like being lectured by someone. Companies are made of people and customers who want to communicate with them in a human way.

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Topics: customer engagement, online customer service, customer service trends, social media, chatbot, customer journey, social media customer service, omnichannel customer journey

SUCCESSFUL CUSTOMER EXPERIENCE? FOCUS ON RETURNING CUSTOMERS

by Mkgt team | December 21, 2020

Today, customer experience is not just the combination of all the interactions that a customer has with a brand throughout the years, but also a balancing act where their present needs must be satisfied while also anticipating expectations of tomorrow. Each moment is an opportunity to create competitive advantage, contributing to a superior experience throughout the customer journey. it is not always clear where to make the best investments in order to improve, nor is it always clear how to measure the success of a company’s CX work.

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Topics: customer experience, customer engagement, customer service trends, returning customers, LTV, life time value, customer experience improvement

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

2017 Online Banking Customer Service Trends

by Mktg team | March 30, 2017

Online banking has gone a long way since the early 2000s and now that it’s 2017, there are a lot of exciting new developments that we may not have expected then. 

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Topics: Blog, online banking, mobile payment, customer service trends