Chat or chatbot is becoming an increasingly important communication tool between a company and a customer. Emails are more old-fashioned and people don’t have the patience to wait in long call queues. Those customer service channels do have their place as well, but chat is the new hot option. With chatbots, customers can get the...

Would you be happy when you call the customer service of a company and the agent would greet you by your name? If the customer service representative would know your history and could assist you quickly? Do you want companies to send you personalised offers based on your past with them? Of course! Service personalisation...

Automatic responses are a widely used e-mail type in customer service. Auto-replies are often discarded due to their impersonal and trivial content. Feelingstream’s new exciting technology might change that perception in a profound way. Auto-replies can be more than just a thank you for waiting We often expect customer service agents to be almost superhumanly...

Interpreting customer feedback beyond the NPS score can be a trickier task than you might think. Imagine this. You have composed a clever questionnaire with carefully worded questions. It presents tested categories for ranking between best to worst or fastest to slowest. You have added a box for free form comments that you dread to...

My friend told me a story about his experience with a large bank. He logged in to their self-service to update his profile data. He just needed to change his postal address. Two weeks later this company sent him a new bank card by post to his old address. My friend was disappointed, though luckily...