• Support


Apr 01, 2019

Using the Digital Service Matrix to Plan Your CX Initiatives

With more of their interactions with companies taking place on the internet and mobile devices than ever before, consumers have fully realized the value of digital engagement. Use this framework to measure your company's level of sophistication when it comes to digital CX.
Jan 03, 2019

The CX Revolution Will Be Personalized – And AI Will Help Lead It

In 2018, major consumer brands experienced core changes to their businesses that continue to drive the evolution of customer experience. Astute CTO Alex George shares his perspective on the challenge brands face to keep creating experiences that differentiate.
Nov 16, 2018

What is Robotic Process Automation (RPA) and What Does It Have to Do with Customer Care?

Robotic process automation, or RPA, is a technology that can accomplish highly structured tasks following pre-set logic and instructions. With RPA, you can configure a bot to perform a specific function. Learn more about RPA and how to leverage it for customer care.
Oct 26, 2018

3 Times When You Might Not Want to Use a Customer Service Chatbot

In our work with consumer brands around the world, we've heard a lot of excitement about what automation and chatbots can do, but there will always be tasks that make more sense for a human agent to perform. And there is some debate about what types of customer interactions should and should not be handled by a virtual agent vs. a live one.
Oct 24, 2018

How to Use Your Online Restaurant Reviews to Improve Guest Experiences

If you're in the restaurant industry, online reviews have become critical to how your business is perceived by current and potential customers. No matter where your guests are leaving reviews, here are some best practices make sure you're keeping track, responding accordingly, and delivering feedback to improve guest experiences.
Oct 15, 2018

7 Things We Learned from Astute Connect 2018

During the last week of September 2018, Astute was pleased to welcome more than 150 of our customers and partners to our hometown of Columbus, Ohio for our Astute Connect Customer Conference. Here are some of our key takeaways from the event, and what we're looking forward to for the rest of the year and beyond.
Sep 04, 2018

Real Talk on Chatbots: 6 Best Practices for Virtual Agents

As with any exciting new tech, it's easy to get carried away and want to deploy a bot quickly. But you'll get more value from your virtual agent in the long run if you take a step back and think strategically and holistically about customer self-service.
Jul 23, 2018

Millennial Pet Parents Demand Better Experiences as Industry Grows

The pet care market is currently exploding and Millennials have become the largest single segment of pet owners today. And as their presence grows, Millennial consumers are causing changes in the space, just as they have with other industries – demanding more transparency, responsiveness, and convenience than ever before.
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 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.