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Blog
The Case Against Using AI in Customer-Facing Roles
Can AI make critical customer care decisions with the same certainty as humans? Let's ask ChatGPT about it.
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The Importance of Personalisation in Customer Service
Personalisation in customer service is key for competing with other businesses, so here's how to inject the right amount to stay ahead.
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What is Generative AI (GAI) & How Does it Differ from Conversational AI (CAI)?
Generative AI and conversational AI can be used to continuously improve customer service output, so here we’ll compare the two and explain the uses and benefits of these types of artificial intelligence.
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Understanding Customer Effort Score (CES)
Providing your customers with a low-effort customer journey is crucial for maintaining their loyalty and bringing them back time and time again. Here’s how to find out whether your customers are satisfied with how much time and energy is needed to interact with your business.
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What is Brand Advocacy?
Let the people who know your business best shout about your brand – here’s how and why brand advocacy can be so valuable for businesses.
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Chatbots for Business: Common Mistakes to Avoid
Chatbots can be a great addition to your customer communication offering. But if they’re not used correctly, they can end up doing more harm than good. Here are all the most common mistakes to avoid when implementing chatbot services.
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How to Deal with Difficult Customers (with Examples)
Customer service teams will encounter difficult customers from time to time. Here’s our guide to facing these interactions with the positivity and professionalism needed to keep customers at their happiest.
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Customer Return Habits & Opinions
From reasonable returns timelines to how often returns are made, we set out to uncover all the customer return habits and opinions of typical British customers.
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Email as a Customer Service Channel: Benefits, Drawbacks and Tips
Email is one of the most traditional customer service channels available. Here are its advantages, drawbacks and a few top tips for offering it to a high standard.
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