customer service

Robots or humans: Which provide a better customer experience?

Last month, China Construction Bank (CCB) opened the first fully-automated bank branch in China.

Located on Jiujiang Road in downtown Shanghai, the ground-breaking bank branch operates entirely without human tellers. It joins an increasing number of retail outlets, restaurants and other venues across China – and the world – where humans are served exclusively by robotic assistants.

An introduction to AI and customer service

With businesses losing $1.6trn annually due to poor customer service (according to Accenture research), it’s a pressing issue for many brands.

Can artificial intelligence militate against some of this loss? There are a number of different technologies in the market. Here’s an overview…

Do new features make Facebook a viable customer service platform?

Last week, Facebook revealed it is now home to 50m active business Pages.

So it’s no surprise that the world’s largest social network is working to make itself more business-friendly.

In August, Facebook unveiled messaging functionality for Pages to facilitate communication between users and businesses. A month later, it released updates, such as prominent call-to-action buttons, designed to improve the productivity of Pages for business use cases.

Three lessons all retailers can learn from Amazon

Amazon is one of the largest companies in the world and retailers can certainly learn a thing or two from the ecommerce giant.

Every once in a while, a company completely changes the way businesses and consumers think. Ford changed the way we look at cars, Apple changed the way we look at computers and Amazon changed the way we shop.