Tag: customer interaction

The COVID-19 pandemic has laid bare the shortcomings of South Africa’s connectivity landscape, emphasising the fact that not all areas across the country have access to reliable, fast and stable bandwidth. As companies were forced to rapidly enable their workforces to work from home, it became abundantly clear that not all connectivity is equal.

The number of local businesses harnessing AI technology has drastically increased in 2020, as customers look to drive their own experiences with brands and businesses through omnichannel strategies. However, the level of understanding around the best use of AI technologies, like chatbots, remains low.

In a time when customer service delivery reigns supreme, many organisations are faced with multiple obstacles in getting their standards and interaction back to pre-COVID-19 levels. Communication and more specifically telephony systems have also been critical.

Business leaders need to offer clients an omni-channel experience that comprises all the touch points that a consumer could have whilst interacting with a specific brand. It’s now time to focus on the customer interaction and to exceed consumer expectations.

Ever had that experience where you were chatting or texting someone about a topic and the next thing you know, you log onto your social media pages and find either an advertisement or suggestion on the very same topic? Well, this mystery is more common than you think.