This week My Customer magazine publsihed an article written by Celaton exploring customer communication channels and the application of Ai to streamline them.

"The UK Customer Satisfaction report produced by The Institute of Customer Service earlier this year highlighted that the UK is now in a ‘Relationship Economy’, created by the amount of choice that consumers have and customer service becoming the key differentiator in which service or product we often choose. Perceptive journalists and analysts have pointed out it is now more important than ever that customers are retained and gained through superior customer service.

The problem for organisations in having quality conversations and relationships with their customers is the plethora of channels through which customers choose to communicate. These include ‘live’ (telephone), ‘real-time’ (web chat) and ‘offline’ (social media, emails, etc.) communications. With so many formats and channels it is no wonder that organisations are struggling to understand what their customers are saying to them."

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