Tag: customer support

It is projected that the global accounting software market will grow to some R660 billion by 2033. The automation of accounting procedures and financial activities across industries has completely changed the international business landscape. In most large companies, manual data capturing processes have been relegated to the past, and it is only in the most extreme cases that these are still implemented.

With brands recognising the power of conversations, AI-driven solutions, and phygital experiences, consumers can anticipate more personalised, seamless, and satisfying engagements with businesses this year. As technological innovations continue to shape the business landscape, 2024 is poised to be a transformative year for customer experience (CX).

In the age of digital transformation, effective communication with customers is the key to success for businesses of all sizes. With 2.7 billion active users per month, WhatsApp has emerged as a powerhouse in the world of messaging apps. To harness its potential for enhancing customer experiences, you have two distinct options: WhatsApp business app and WhatsApp business platform (API).

A survey conducted by Gartner has found that chatbots will become the primary customer service channel for about a quarter of the world’s organisations by the year 2027, having evolved over the past decade into a critical technology component of a service organisation’s strategy.

South African languages pose quite a challenge to voice assistants. The country recognises twelve official dialects, but these subdivide into many regional, cultural and colloquial accents. Most South Africans speak more than one language, further colouring their speech. This situation is by no means unique.

Adapting to innovation takes time and effort. It took the telephone 64 years, electricity 45 years, and computers 23 years to achieve 40% consumer adoption. Although healthcare is not unique in slow innovation and adoption, it is a laggard and other sectors have been innovating better, faster and smarter.

Organisations need to be serious about creativity if they want to drive sustainable business success across global markets. It’s often forgotten that business is a creative pursuit. Every business, be it a technology giant such as Microsoft, or a tiny corner store serving one community, stems from a single idea.

Effective cross-generational communication with customers requires an excellent omnichannel strategy and chat is fast becoming the cornerstone for brands around the globe. But chat channels still carry a degree of security hesitancy that companies will need to overcome if they hope to reap the full rewards of chat commerce.

We are on the cusp of the festive shopping season, with Black Friday and Cyber Monday kicking off the spending spree in the run up to Christmas and Boxing Day. However, this year’s shopping season will be very different compared to previous years as a result of the COVID-19 pandemic. The upshot is that many South Africans are emerging from the pandemic with considerably less spending power.

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.