Paya Schlass

When you should (and should not) use automation

In today’s world of customer expectations, when a question needs to be answered or, when something goes wrong, consumers want access to helpful and accurate information immediately. This can lead to the customer making contact directly with a brand through phone, chat, email or...

4 Tips to Foster Human Connection for Direct-to-Consumer Brands

In today’s world of 24/7 digital services, it’s easy to assume that human customer support isn’t necessary or even wanted by a consumer. I mean, modern technology, artificial intelligence and chatbots should capture any questions and provide some instant resolution, right? While this may be...

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