4 Tips to Choose the Best Chatbot Platform
Countless companies have sprouted from the benefits chatbots promise. It's easy to see why. Chatbots give brands an unprecedented opportunity to answer customer questions at scale. But how do you evaluate if a chatbot vendor is right for your needs?
Three Principles Of A Successful Live Chat Operation [2020 Edition]
Welcome to 2020. I believe this year we finally achieve two notable milestones: live chat ceases to exist as a something separate from the grander schema of things, and B2B companies finally embrace live chat. As the third trend, there will be chaos.
Three Principles Of A Successful Live Chat Operation [2019 Edition]
In 2019, keep your eyes open for chatbots leading the charge when companies implement and scale live chat operations, in addition to chatbot+human cooperation establishing itself as the standard for live chat customer service.
It's a Human... It's a Chatbot... It doesn't matter
At the end of 2018, I noticed a shift in people's expectations regarding live chats. It started to feel like general expectation was to receive assistance from an AI rather than a customer service representative. Now, I know if my observation is true or not.
5 Tools That Pass Google’s Co-Founder’s Toothbrush Test And Help You Sell More
I list five tools that are not designed for sales but still help you sell more. For me, they also pass the toothbrush test ("Is this something you will use once or twice per day, and does it make your life better?”). And yes, every day includes weekends as well.
Three Principles Of A Successful Live Chat Operation [2018 Edition]
Last year, I started a blog series about three principles of a successful live chat operation. Now, as a year has gone by, I thought a ”minor" update on the blog that started the series would be in order. So what has changed in a year? One word answer: chatbots.
Three Tips For Targeting Sales Calls During Summer Holidays
In sales, you are expected to deliver results continuously, including times when a considerable share of the potential buyers is on a well-deserved vacation. So as a top performer in sales, how do you identify whom to reach out and whom to leave alone for now?
How to Improve the Quality of a Live Chat Operation
I give concrete examples of how one can improve the quality of live chat operation, in other words, make that metaphorical formula one car go faster. Referring to my previous blog, I give examples for improving both agent experience and customer experience.
Live Chat Is Like Formula 1: Quality Matters, Speed Is Of The Essence!
I approach quality from two viewpoints: Quality experienced by (potential) customers and by live chat agents. I draw an analogy to Formula One; Employee experience is fuel for the formula one car, but customer experience is the speed that wins the race.
Customer Service Chat: Use Cases & Best Practices
To build upon the examples provided in the blog post about Direction, I now describe how to use a proactive live chat to reduce calls to call centre, minimise errors in submitted forms, and fight shopping cart abandonment.
Social Selling Mastery #20 - 'Machine vs Man' - Guest host: Ilkka Vertanen
I visited Sani Leino’s amazing podcast Social Selling Mastery. We discussed the role artificial intelligence is taking in sales, chatbot related challenges, differences between Finland and the UK in sales, and social selling.
The Most Important Principle Of A Successful Live Chat Operation: Direction
In my earlier blog, I covered three principles for successful live chat operation: Direction, Quality, and Quantity. As you might know, these are same principles as to building a winning sales organisation. In this blog, I discuss in detail the most important one of these principles: Direction.
Why You Should Implement A Proactive Sales Chat
roactive live chat is a chat conversation initiated (automatically or manually) by the company rather than a website visitor. Instead of waiting for a visitor to begin chatting (by clicking on a chat icon and sending a message), messages are sent out to greet website visitors inviting them to chat.
Three Principles For A Successful Live Chat Operation In 2017
After reading this post, you hopefully have a general understanding of what is required for a successful live chat operation in 2017. As you might guess, chatbots, artificial intelligence, and rest of the buzzwords are part of a winning setup.
What's Hot in the UK's Online Retail?
During the autumn, there has been (at least) two major e-commerce events in London: first E-Commerce Expo at the end of September and in October Internet Retailing Conference. I think it's now a time to give an update on what is hot topics in the UK's e-commerce space.
Trends from DMEXCO 2016 changing the world
I attended DMEXCO, one of the top events in digital marketing, earlier this month in Cologne, Germany. DMEXCO is huge: it has over 1000 exhibitors and over dozen stages providing engaging keynotes and speeches non-stop. In this blog, I have included the main topics from the event.