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Blog

Jun 05, 2018

There's a Conversation Happening Around Your Brand – Are You Listening?

Why social data matters in uncovering more robust VOC insights
May 15, 2018

7 Do's and Don'ts for Clearer Voice of Customer Insights

You know you need a VOC program, and you might already have one planned or in place, but how can you make sure you're getting the most accurate insights for effective follow-up? Take a look at these seven do's and don'ts to see how you can hear your customers more clearly and respond accordingly.
May 07, 2018

4 Customer Service Problems AI Solves to Reduce Costs & Improve CX

AI in customer service been steadily increasing over the years, but so far it hasn't had a negative impact on most support agents. In fact, it's been helping them do their jobs better while improving efficiency and reducing overall costs.
May 01, 2018

4 Customer Experience Metrics You Might Be Overlooking

As brands evolve to meet consumer needs in today's fast-paced marketplace, customer experience metrics have become critical to the success of any business initiative. Leaders want to see results from these investments, and the best way to prove that value is through careful and insightful analysis of the collected customer experience data.
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.