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    CSPs accelerate digital investment in customer service – and that means rethinking billing

    Some 84% of communications service providers (CSPs) are planning to invest in more effective customer communications in the next 24 months. Throughout the COVID-19 crisis,...

    IMImobile enables Hyundai to use WhatsApp Business for customer service

    Hyundai India has integrated WhatsApp as part of its customer service strategy. Using WhatsApp, Hyundai wants to streamline the vehicle service booking process, provide...

    #unofficialMWC2020 How AI is set to revolutionise customer services

    Joey Gabra from New Media Services explains how adding AI to its massive database of years of human-to-human customer services is set to revolutionise...

    Voicesense wins excellence in Customer Service’s Technology of the Year Award

    Voicesense, an innovative provider of voice-based predictive analytics solutions, today announced that the company has won the Excellence in Customer Service Award in the category...

    Consumers prefer customer service over digital messaging channels, IMIMobile study finds

    Consumers are more keen than ever to use mobile and digital messaging channels to submit enquiries, receive answers and engage with customer service teams,...

    Brits won over by more bots in customer service but organisations need to move more carefully on AI plans

    In a major international survey of Western consumer attitudes towards artificial intelligence (AI), when asked if they would be more open to using more AI in...

    EDITOR’S BLOG 040517 Customer service – the new name of the PRS game

    Back in the day, much of the technology that underpins the telemedia industry was used to run customer service call centres. Now we have...

    EDITOR’S BLOG 230317 Customer service the key to conversational commerce

    These days any business, no matter what sector they operate in, has a struggle to control customer churn. Consumers have more choice than ever...

    New Zealand MNO Skinny rolls out multi-channel customer service with Comsys

    Spark New Zealand, a leading MNO in New Zealand and its sub-brand Skinny has rolled out a new customers service solution to deliver excellent...

    Messaging key to customer service, sales and workforce, finds survey

    Mobile messaging significantly enhances customer relations, sales and marketing and customer insight – and can help employee relations – yet many companies aren’t really...

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