Media-Insert Communications

Back-up: Why Protecting Data is a Must

Almost 30 per cent of people have never troubled to back up their data. Some 2,000 phones are lost or stolen every minute and 10 per cent of computers are infected with viruses each month. Securing your business and personal data has never been more important.

Yet back-up solutions could be the difference between smoothly riding out trouble or your business grinding to a halt, says David Trossell - CEO and CTO of Bridgeworks. 

Published by Director Magazine. By-lined to David Trossell, CEO and CTO of Bridgeworks. 

Measuring the Customer Success of Live Chat: Tips, Strategies and Best Practice

Online marketing offers many advantages over its traditional brethren from a metrics perspective. You can, for example, examine click-through-rates to a promotion, to a blog or to an article to your website, and with eCommerce you then analyse whether that online interaction has led to a number of sales. At the core of this marketing effort is also the ability to collate customer data, which can be used with the help of a customer relationships management (CRM) system to learn more about your customers to improve sales and customer service to develop profitable customer relationships.

To achieve the same level of data collation and analysis with traditional offline marketing techniques would take much more time, effort and money. It’s also often said that customers have become more demanding because the vast majority of us is able to connect to the internet while on the move via our smartphones, tablet devices and laptops. This customer requirement for immediacy therefore brings us to the benefits of offering live chat as one of the ways for offering them an omnichannel experience, and to improve the ability of companies to resolve customer queries and issues.

To find out how to measure the success of live chat, click here.

Published by MarketingTech magazine on 10th January 2019. Author: Graham Jarvis. Client: Click4Assistance

 

For Better Customer Service, Busy Santa Looks to Live Chat and Chatbots

With Black Friday arriving a month ahead of Christmas, and with retail industry analysts saying that UK consumers are expected to spend £2.5bn online, Santa Claus is looking closely at the trends and planning ahead to ensure that he can meet customer demand during the December festive season. Black Friday is in effect an American import, and it marks the end of the Thanksgiving celebrations in the United States, while acting as a huge retail sales opportunity for retailers.

Click to find out more. 

Published by Digitalisation World. Author: Graham Jarvis, Business and Technology Journalist. Client: Click4Assistance. 

Why Santa Looks to Live Chat and Chatbots for Better Customer Service

Gone are the days when Santa, who’s also known as Father Christmas to some people, just received letters from the world’s boys and girls. Digital technology has also transformed the way people make contact with him to implore him to make their dreams come true. Today, he has to think about, mobile, email, telephone, live chat and chatbots. So, technology is vital to his ability to deliver better customer service – and this includes allowing parents and children to use chatbots as a self-service option.

Discover how Santa uses live chat and chatbots for better customer service, read the complete article. 

Published by Customer Think on 5th December 2018. Author: Graham Jarvis. Client: Click4Assistance. 

Five Ways Local Authorities Can Integrate Live Chat Into Digital Transformation

Find out how to integrate live chat into digital transformation, read my article for GPSJ.

Published by the Government and Public Sector Journal circa November 2018. Author: Graham Jarvis. 

Live chat: Backing up Conversations in the Cloud

How can businesses backup conversations had by live chat conversations and chatbots in the cloud, as GDPR waits to pounce? Graham Jarvis finds the answers to the many questions about live chat and about how to back up conversations to the cloud. 

Published by Information Age on 23rd November 2018. Author: Graham Jarvis. Client: Click4Assistance. 

Chatbots and Human Customer Services: Does Artificial Intelligence Replace or Complement Humans?

Gemma Baker, from Click4Assistance, looks at chatbots in human customer services and asks whether they compete or complement each other?

Published by Information Age on 23rd October 2018. Client: Click4Assistance. 

How to Create Customer Empathy with Live Chat

More care and attention has to be paid with live chat to ensure that the written tone of voice achieves the required level of empathy to create happy customers. So how can you do it? Graham Jarvis explores how it can be achieved. 

Published by My Customer on 21st September 2018. Client: Click4Assistance. 

Live Chat in Banking: Recording Conversations for Compliance

The banking and financial service sector’s regulatory burden is widely said to be constantly increasing, and it certainly isn’t a process that is going to end any time soon.

In May 2018 the European Union’s General Data Protection Regulation (GDPR) came into force, and in December 2018 came the approval by the industry’s regulators of Basel IV – the latter focusing on standardised risk weights and more detailed disclosures of capital reserves and other key financial statistics.

Also, earlier this year, national audit, tax and advisory firm Crowe Clark Whitehill in collaboration with the University of Portsmouth’s Centre for Counter Fraud Studies (CCFS) carried out research that found that fraud epidemic costs the UK £110 billion – and £3.2 trillion globally. According to Jim Gee, head of forensic and counter fraud at Crowe Clark Whitehill, “the threat of fraud is becoming increasingly like a clinical virus – it is ever-present and ever-evolving”.

Find out more about recording live chat conversations for compliance, read the complete article.

Published by FinTech Futures on 1st October 2018. Author: Graham Jarvis. Client: Click4Assistance.

Five Approaches for Integrating Promotions with Live Chat

Instant and text messaging has been around for a while now, and so people are used to sending messages to each other and to the organisations with whom they have a relationship.

An increasing number of people are therefore comfortable with communicating via live chat: a web service that enables customers to chat with sales representatives, technical support engineers or customer service agents via a company’s website from wherever they are, and at any time of day. 

Amy Scott, a director of customer insight-driven consultancy Sedulous, claims that live chat has “evolved from just being a tool for customer support to one that if used right can help lead to business growth”. She says if it is used to its maximum potential, live chat can improve customer engagement “in new and creative ways by generating sales leads, improve sales or build brand loyalty.”

Find out more about how to integrate promotions with live chat.