Apr 20, 2018

Product Updates: April 2018

What's new across the Astute product suite? See the latest updates from our Product Team! New category code search in ePowerCenter, new add-on recommendations in Astute Knowledge, new Astute Bot and Astute Social integrations, and more.
Apr 10, 2018

5 Ways for Airlines to Create First-Class Customer Relationships

Between everyday air travel frustrations and high-profile outages and PR crises, it’s not surprising that airlines rank in the bottom third of all industries for customer satisfaction. They have a lot of work to do to rebuild their relationships with customers.
Apr 09, 2018

Mobile App, Messenger, or Website: Which is Best for Your Bot?

When it comes to determining which channel is the best to implement a customer service chatbot, it can be difficult to decide where you'll be able to interact with the right consumers at the right time, with the right information. Should you go mobile, desktop, or third party? The answer is less complicated than you might think.
Apr 04, 2018

3 Steps to Make Any Brand Crisis Situation Much, Much Worse

Many business leaders may want to think their organizations are completely secure against brand crises, but most brands will in fact experience some kind of PR or social crisis at some point. In fact, your team may need to survive several brand crises...
Mar 28, 2018

See How These Retail Chatbots are Evolving E-Commerce CX

While some industries may be reluctant to adopt chatbot technology as part of a seamless customer experience, retailers are discovering that these virtual assistants can provide real value by engaging new customers across various channels.
Mar 21, 2018

CRM Quality Assurance: 4 Steps to Cleaner Data Using Artificial Intelligence

Traditional QA processes only check 1-5% of customer case data. The time it takes to manually check all of your CRM data for accuracy requires tons of resources, including a team of highly-trained QA agents. But there's a better way to ensure that 100% of your cases are accurately coded. Here is a 4 step process for cleaning up your data using automation.
Mar 13, 2018

How the Best Brands Improve Customer Service: 5 Expert Tips

There are many ways to approach improving customer service, including delivering better customer self-service via web and mobile, focusing on in-store experiences, and optimizing your contact center. This post centers on the front lines of customer support: the systems and processes that call center agents use to serve customers every day, and what leading brands do differently.
Feb 26, 2018

Recall Management Best Practices: 4 Steps to Minimizing Damage

According to Statista, there were over 600 consumer product recalls between 2015-2016 alone. The damages related to a product recall can be devastating. From identifying early warning signs to monitoring customer reactions, here are 4 best practices for managing a recall.
Feb 09, 2018

5 Ways to Minimize Agent Turnover in Your Contact Center

Contact center agents are on the front lines with customers every day, and the customers aren't always happy. The stress of this role can take a toll on agent happiness and the quality of service they are providing. This often leads to agent turnover, a problem many contact center's face. It happens because agents aren't always receiving the tools they need to effectively deliver great customer support. From the interface they use to their scripts, here are five ways to improve agent engagement and reduce turnover in the contact center.
Feb 05, 2018

From Piggly Wiggly to Chatbots in 100 Years

Chatbots are here to stay and are quickly becoming the sound of doing business at home, in the office and on the road. Learn more about how self-service has evolved over the past century.