Tara Wildt
How to Audit your Online Payment Experience: Actionable Tips
The online payment experience is one of the most critical interactions your organization has with its customers. Between changing customer expectations and evolving technologies, however, many organizations struggle to keep up. The key to improving your payment experience lies with your online payment platform....
Deliver a Great Online Payment Experience with these 3 Research Takeaways
Rapidly changing customer expectations are nothing new. Customers expect your organization to keep up with their preferences and habits, all while delivering an outstanding experience. And if your organization has limited customer touchpoints, the online payment process can often make or break the customer...
Optimizing the Guest Checkout Route for Online Payments
The 'guest checkout' or 'one-time payment' route is something everyone has experience with. Almost all e-commerce sites offer customers the ability to make a purchase without registering or creating an account. This feature is designed to remove obstacles for the customer -- because most...
3 Research-Based Takeaways on the State of Policyholder Experience
There are many challenges facing modern insurance organizations. One key focus area deals with improving policyholder satisfaction levels to reduce customer churn. Unfortunately, policyholder satisfaction is impacted by so many different factors that it's often difficult for organizations to know where to start. Recently,...
3 Tips for Improving Customer Engagement at Insurance Organizations
Insurance organizations today face many challenges, from figuring out how to reduce policyholder churn, to keeping up with the ever-changing expectations of agents and customers alike. One area that organizations can focus on to address these common challenges is improving customer engagement. Customer engagement...
How to Simplify Online Payments with Mobile Wallets
Mobile wallets (a.k.a. mobile payment apps) arrived with the release of Apple Pay in 2014. Since then, a slew of competitors have introduced their own mobile wallet function. In the last few years, the industry has seen the release of Samsung Pay, Chase Pay,...
How to Keep up with Customer Expectations for Payments
Keeping up with customers’ expectations and changing needs are two areas that are always top of mind for almost every organization. And this goes for every stage of interaction a company has with your organization, including payments. In fact, for some industries, payments are...
Online Payment Platforms and User Experience: 4 Red Flags
Consumers’ needs are constantly changing—a fact that is more apparent now than possibly ever before. One thing, however, remains the same: your customers expect an outstanding user experience (UX) throughout every interaction with your organization, from customer support to online payments. When it comes...
Looking Back at 2018: The Biggest Trends in Customer Care
2018 was an exciting year for the customer care industry. To celebrate the year coming to a close, we’re taking a look back at some of the biggest trends in customer care. Customer Care Has Become Much More Complex We started off the year by...
You’ve Been Doing Voice All Wrong
In a recent survey, Interactions found that consumers are actually split when it comes to preferences for interacting with a brand’s customer care channels. Nearly half (49%) prefer voice channels, or speaking, to resolve an issue. Which — if you think about it —...
Do Consumers Prefer Texting or Talking? 3 Takeaways from New Research
As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Previous Interactions research has shown that — despite anecdotal evidence — there isn’t necessarily a generational split when it...
3 Revenue-Driving Benefits of Conversational AI
When it comes to the customer experience, consumer comfort levels with artificial intelligence can vary greatly depending on how the technology is applied. As we shared in a recent ebook, consumers often think AI is ‘creepy’ when it utilizes information they did not directly...
3 Situations Where Customers Prefer AI
These days, you can’t turn on the news, listen to your favorite podcast or read an article without hearing about the latest and greatest developments in AI. But for many businesses, AI is more than hype — it’s an important part of how they...
How Mapping the Customer Journey can Improve CX
Your customer experience is important. It sets you apart from your competitors, affects your ability to retain customers, and impacts your bottom line. But understanding the customer experience can be challenging. What is it like for a customer who interacts with your customer service...
A Guide to Virtual Assistants for Brand Managers
Over the past few months, virtual assistants have quickly become a topic of conversation for C-level executives, engineers and brand managers alike. Interactions SVP of Marketing, Jane Price, developed a guide to virtual assistants specifically for marketers and brand managers. While the first generation...
What is the technology behind a true omnichannel solution?
Over the last few years, the word ‘omnichannel’ has been used (and overused) to describe a utopia of marketing and customer care. We all have heard and read about how an omnichannel approach solves all customer care issues and allows brands to prove their...
How to Build a Persona for your Intelligent Virtual Assistant
There are a lot of considerations that go into developing a persona for your Intelligent Virtual Assistant. How do you set your IVA apart? Should you name your IVA? How do you know that you got it right? We’re answering these common questions —...
Intro to Conversational AI
When it comes to customer care, the possibilities for applying artificial intelligence to increase efficiency, lower costs and improve the customer experience seem infinite. The question that most companies are facing is not whether they should incorporate AI, but how. Not all AI is...
The Recipe for Trusting Virtual Assistants
As AI solutions and virtual assistants make their mark people and businesses, we’re learning there’s a hesitation to trust the technology with big decisions—like where to invest money, how much to pay employees, or what treatment to provide a sick patient. Reasonably so. However,...
3 Important Differences between Chatbots and Intelligent Virtual Assistants
As brands continue to focus on improving the customer experience, incorporating automation into customer interactions is becoming more and more important. Your customers’ time is valuable — and they want you to recognize this fact and deploy technologies that put time back into their...