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 before (email, Twitter, even Snapchat), but one of the most new and exciting advancements is chatbots. In a recent article, The...

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 went completely off the rails, going on racist rants and tweeting her support of Adolf Hitler before Microsoft pulled the...

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 4 billion email accounts in the world, outpacing newer channels like social mediaby more than 2 billion. When you look...

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 of goods (your credit card number in exchange for the latest Adele album). More likely than not, this exchange took place...

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 of Watson for fields as varied as healthcare and education. In addition, the Amazon Echo Developer Network allows you to add...

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 had interviewed him for our 2015 customer service influencers report, but I was fortunate enough to be able to...

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 to my chagrin I found I had to order online first to be able to order over text. Not a great...

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 person. Of course, the New Year is also a time for businesses to set goals, to reevaluate the past year...

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 decades-old space saga is sure to send us on a new, fantastical adventure, complete with lessons on friendship, family and...

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% in 2014. In fact, mobile transactions are expected to surpass half a trillion dollars ($560 billion) in 2016, and Gartner...

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 account for 35% of all contact center interactions. In fact, customers are so vested in the idea of emerging channels that...

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 and travelers, wayfarers and wanderers. But the needs and wants of customers are changing. Over 85% of travelers bring their smartphone...

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 differentiator, and over two-thirds of companies have “embraced” mobile as a customer service channel. In addition, the customer support tech...

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 texts are read within three minutes, etc. In addition, 64% of customers want to text your business. All that’s great. You...

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 an interminable amount of time. Poor service can be such a deterrent that 89% of customers will start doing business with...

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 come up with 14 low-cost ways to celebrate Customer Service Week, with some help from our #ICMIchat friends. Customer Service Week...

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 the Internet itself. One of her biggest findings, however, was the rapid growth of mobile messaging applications, which currently occupy...

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 way to send silly photos and emoticons (and to some extent, it still is), text messaging is now being viewed...

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 not going to lie—this is a pretty awesome use case (in theory). With AnyWare, you can text, tweet and even...

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 not going to lie—this is a pretty awesome use case (in theory). With AnyWare, you can text, tweet and even...

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