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Dec 11, 2018

2018 In Review: 3 Fundamental Shifts in the Customer Care Industry

As another year winds down, we're looking back at 2018 to consider the top trends and themes that have been changing the game for our customers – and therefore, for us. In the keynote address at this year's customer conference, Astute CEO Ray Carey explored three main themes he's seen in the market and highlighted what they mean for customer care teams.
Nov 30, 2018

3 Unique Knowledge Management Challenges for Your Distributed Workforce

Knowledge management (KM) and knowledge transfer can be major pain points within organizations. Let's look at three key challenges of managing knowledge effectively when you have a distributed workforce.
Nov 27, 2018

Too Much of a Good Thing? How to Handle Social Media Praise More Effectively

It's possible to have too much of a good thing. In this case, we're talking about praise for your products and your brands via social media. Everyone loves a positive mention, but it can be difficult to filter through the noise to find actionable comments. As brands everywhere seek to increase customer engagement, especially across digital channels, the issue of scaling to handle the increased volume of all customer input – praise included – is posing serious challenges for customer care teams.
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.
Nov 09, 2018

5 Reasons Integrated Agent Knowledge is Essential for Customer Case Management

With customer engagement on the rise, efficiency and accuracy matter more than ever. Your front-line agents are your brand ambassadors, and you need to be able to rely on them to provide quick, consistent, correct resolutions to your customers. One of the most powerful ways to optimize your agent desktop experience is to embed valuable knowledge tools directly into their workflow, and here are five reasons why.
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 24, 2018

Helping Your Customers Find Where to Buy is Easier Than You Think

Loyal customers want to find out where they can buy your products – and if you're not pointing them in the right direction, they might lose interest or even buy from another brand. Product locator technology is one simple and effective way to streamline their path to purchase.
Sep 19, 2018

Can Chatbot Escalation Be a Two-Way Street?

How do you feel about human agents working back and forth with customer service bots?