Gigi Peccolo

5 Reasons Why Your Customer Service Should Include Chatbots

It’s an exciting time to be involved the customer service and communications space. There are more ways to interact with a brand than ever...

Bots Gone Bad: What We Can Learn From Microsoft’s Tay Malfunction

By now you’ve probably heard the story of Tay, the AI-powered chat bot Microsoft debuted last Wednesday. Things started off innocently enough before Tay...

Why Email Is Just One (Integral) Part of Customer Service

Email may not be the newest or flashiest communication channel out there, but you can’t deny it’s got staying power. There are more than...

Conversational Commerce: What This Buzzword Means for Business

Think about the last time you did business with someone. There was mostly likely an exchange of information (name, address, etc.) or an exchange...

Artificial Intelligence in Business: 10 Important Statistics

Artificial intelligence is a growing trend in the business world. The IBM Watson Partner Ecosystem, for instance, allows companies to tap into the power...

Contact Center Metrics That Matter with Roy Atkinson

Two weeks ago, I had the pleasure of meeting Roy Atkinson, a senior writer and analyst for HDI and an all around customer service advocate....

I Tried Assist’s Text to Order Service and Had a Decent Customer Experience

A few months ago, I tried Domino’s text to order service, Anyware, with less than stellar results. I tried ordering over text message, but...

It’s Not Too Late to Set Your Customer Service Resolutions for 2016

The New Year is a time for new opportunities—a time to turn over a new leaf, start a new habit and become a better...

7 Lessons Star Wars Can Teach You about Customer Service

With Star Wars: Episode VII – The Force Awakens set to debut in just a few days’ time, we couldn’t be more excited. The...

What the U.S. Can Learn from Mobile Payments in Africa

Mobile payments have exploded in popularity just within the past year—40% of U.S. consumers have used mobile payments in 2015, compared to just 8%...

Why Your Mobile Strategy Isn’t Complete Without Text Messaging

In today’s world, customer service is no longer restricted to a simple phone call. A recent report from Dimension Data found that digital interactions...

Texting Your Hotel—The Next Evolution of Hospitality Customer Service

Customer service doesn’t take a vacation, and neither does the hospitality industry. Staff are always on call 24/7 to meet the needs of visitors...

7 Data-Backed Reasons Why You Should Let Customers Text Customer Service

In today’s world, mobile customer service isn’t a luxury—it’s a necessity. In fact, over 60% of businesses think mobile customer service is a competitive...

How to Get Customers to Text Your Business

You’ve heard all about the benefits of text messaging for business— text has a 98% open rate compared to 20% for email, 90% of...

OneReach Shares Customer Service Horror Stories, Vol. 2

Customer service interactions can turn scary pretty fast. You might be arguing with a service rep over cancelling your TV service, or getting stuck in an IVR for...

14 Low-Cost Ways to Celebrate Customer Service Week [SLIDESHARE]

With Customer Service Week on the (very near) horizon, excitement is high and budgets are, well, where they are. Keeping costs in mind, we’ve...

Are Mobile Messaging Apps Overtaking Text Messaging? Not Exactly

Back in May, venture capitalist and former Wall Street analyst Mary Meeker released her annual Internet trends report, highlighting on social media, mobile and...

45 Texting Statistics That Prove Businesses Need to Take SMS Seriously

Texting has been around for over 20 years, but it’s only now just hitting its stride when it comes to business. Formerly just a...

I Tried To Text Domino’s for Pizza And Had a Horrible Customer Experience

Tired of ordering pizza over the phone? Domino’s understands—that’s why they’ve launched AnyWare, letting you “order your favorite oven-baked goodness on your favorite devices.” I’m...

I Tried Ordering Domino’s Over Text Message And It Was a Total Disaster

Tired of ordering pizza over the phone? Domino’s understands—that’s why they’ve launched AnyWare, letting you “order your favorite oven-baked goodness on your favorite devices.” I’m...

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