Due to the exceptional circumstances in Europe and the rest of the world, businesses are being forced to move all their services online, putting pressure on customer support and sales teams. In an eff...
Read our blog posts and learn how AI-powered live chat, chatbots and interactive content can be used to boost your sales, marketing and customer service.
Due to the exceptional circumstances in Europe and the rest of the world, businesses are being forced to move all their services online, putting pressure on customer support and sales teams. In an eff...
Conversational marketing is a customer-centric and dialogue-driven approach to marketing. It has become the go-to strategy for driving customer engagement, improving customer experience, and growing r...
Be where your customers are and use the channels they use - this should be at the heart of every customer service strategy in 2020! Customers expect to be able to connect with your business through th...
Customer satisfaction remains the most important KPIs for customer service organisations. And rightly so - this is what makes your customers stay loyal and support your growth.
In 2016, the EU introduced a new directive on the accessibility of public sector websites and mobile applications. The objectives of this directive were to promote the possibility for all to fully par...
Fellow marketers, small business owners, entrepreneurs and to whom it may concern, our professional day-to-day lives are designated to the great search of the ultimate lead generation strategy. That’s...
Knowing what resonates best with your audience is often a guessing game. This is where A/B testing comes to play, by helping you optimise website and recognise what works well and what doesn't. Whethe...
The new giosg built-in A/B testing for the website interactions is available now for giosg customers. The new tool makes it possible to run A/B tests for proactive automated messages or any other kind...
Improving lead generation will help your sales build their pipeline and ultimately close more deals. This is a no brainer, right? But 63% of marketers say that lead generation is their biggest challen...
Live chat and chatbots are both great features to consider during a website revamp. Our customers often tell us that one of the main reasons they have started using chat or chatbots is because they fi...
An intelligent chatbot differs from the typical chatbot as it is able to learn both autonomously and from the customer service agent. Instead of providing the incorrect answer, the intelligent chatbot...
More than 1 billion people in over 180 countries use WhatsApp making it the most popular messaging app. For many, WhatsApp along with Facebook have become the preferred channels to connect and interac...
For over a decade now, gamification has been used by businesses to improve employee training, participation and motivation. Gamification takes elements of video games and applies it into non-gaming co...
Chatbot projects often have a reputation for being time-consuming and costly to implement. However, chatbots today come in all shapes and sizes with various capabilities and levels of advancement. Thi...
Online customer engagement software provider Giosg introduces Interaction Designer, a new tool that enables companies to easily create and publish interactive content without coding. Users can build d...
It’s been more than two decades since, Bill Gates coined the phrase “Content is king!” and the mantra is still very relevant today - after all, content is what drives the world of online. Creating val...
During the 8 years in business, giosg has transformed into a leading chat provider in Finland while challenging the top spot in the UK and Sweden as well. In addition to acquiring customers, we have a...
The recruitment of students is competitive and if you’re not in the top tier of higher education institutions it can be challenging, to say the least. And with the current climate, applications have t...
Conversions. Conversions everywhere. The things we are all longing for - right? But as we blindly aim towards increased clicks and purchases, we simultaneously forget our all-important brand. We push ...
Using time and money efficiently are top priorities for most businesses. The challenge usually lies in finding the right balance between saving resources and providing a top notch experience, especial...
For business owners, faster lead generation, efficiency and saving both time and money should sound interesting, right? Many people associate live chat with the B2C sector and ecommerce - you know, th...
The interaction between businesses and consumers has completely changed, due to the increase in mobile usage and the rise in digital.
Are you interrupting your online visitors - or are you leaving them hanging? Most industries working with large amounts of data have already recognized the value of AI and machine learning technology...
What is cart abandonment? Imagine a scenario where you walk into a supermarket and start filling up your shopping cart. While shopping you bump in to a neighbour, have a quick catch up, and following ...
giosg is a vibrant, growing and innovative company formed by effective professionals with a cheerful attitude. To illustrate this we have published our new logo, which is a part of a bigger brand upda...
Your eCommerce website acts like your online, virtual shop window, and unless it engages prospects immediately, they will leave and visit a competitor. December is the time of retail decline as the Ch...
After the excitement and chaos of Black Friday, Cyber Monday and Cyber Week dies down, it’s been proven that UK retail sales drop in December. UK’s Office for National Statistics (ONS) released data s...
Black Friday, Cyber Monday and other major "holidays" can make any customer service agent sweat. Who can blame them though, as the service lines and chat windows pop up one after another. The popular...
Black Friday first began in the US and has spread like wildfire internationally. Last year 91% of retailers in the UK and 81% in the US offered Black Friday discounts and promotions, according to a Sa...
AI has not yet reached the point of being a mainstream phenomenon and still needs a fair bit of elaboration, but it's certainly getting there. When that time comes, companies will need to be ready to ...
[Derived and updated from our previous blog by Petri Vilpponen] With Halloween coming up, we have started thinking about the horror stories we face as businesses - Disappointed customers, high returns...
AI is being used in so many impressive, creative and beneficial ways across pretty much every sector out there. The common denominator, regardless of industry, is that AI often works behind-the-scenes...
Investment in AI is showing no signs of slowing down - actually it's quite the opposite. Companies clearly see and understand the importance of optimising business operations and are not shying away f...
The term artificial intelligence (AI) was first introduced a while back in 1956 by John McCarthy known as “the father of AI”. Since then, and especially in the 21st century, discussions have generally...
“It's so simple and easy to use, it requires no IT or implementations to your own systems, and when you think about a basic marketing budget - it costs mere pennies.” - Minsu Rauramo on AI at giosg We...
Facts, figures and detailed insights are often lacking, when it comes to customer service. That's why we wrote this jargon-free article with 4 examples of how different companies have succeeded in pro...
In an initial implementation meeting with a customer, clear goals and KPIs for a chat service are always planned. The most common early stage goals often include characteristics like: Sales orientatio...
We have been doing a lot of research around customer experience recently, really delving into into all things CX, not only defining concepts such as customer journey and touchpoints, but also figuring...
Right now, you probably have a bunch of different tabs open on your computer or your phone. If you’re searching for specific information, you probably go to the browser bar rather than reading through...
Live chat is five times more effective than traditional customer service channels, it is easily personalised, and it can be applied at any stage of the customer journey. You might wonder how exactly t...
The new technology wave in the travel industry The modern consumer craves experiences carefully tailored to their preferences, I am a big fan of being able to save my favourite homes on AirBnB or rea...
Choosing a university is one of the most difficult decisions for young adults. It’s often the first important decision they make by themselves, and it can be quite a nerve-wrecking process. Googling...
Business goals, football goals, life goals, the list goes on. Goals belong everywhere. In an online business environment goals tend to be total online visits, bounce rates, CTRs and total engagements ...
PropTech - does it ring a bell? It’s a fact, as a traditional real estate player, you are already losing rentals, house sales and valuations to PropTech companies. Much like in all other industries, t...
A report released by the Finnish Ministry of Economic Affairs and Employment states that 15% of today’s jobs will be replaced by Artificial Intelligence (AI). At giosg, we actually think the percentag...
“In the future, online meetings and discussions with the same sales representatives in different kinds of digital channels may be seen as personal as face-to-face meetings and phone calls are seen tod...
If you take a quick look at your online sales, what do you see? Have you got a successful digital business model generating all the leads and sales you need? Or maybe you have not yet got the results ...
On Monday morning, our crew gets greeted at work by cheerful people and delicious coffee. Later in the day, we are kept awake by an ongoing, steady flow of caffeine and smiles. Sounds good right? In o...
I bet many potential customers are scrolling your website at the bus stop or whilst sitting on the train, you wouldn’t want to miss out on reaching out to them, would you?
Chatbots are your first line of customer service and a crucial part of your virtual assistance solution. As exciting it might be to have a face to face conversation with a robot, the technology still ...
[A summary of a presentation titled 'Tavoitteellinen Chat osa 2: Kohdentaminen, mittaaminen ja tekoäly` at a seminar event on the 27 of April 2018 in Helsinki by Otto Nyberg.] Is AI better at decisio...
Goal-oriented chatting is more than just live chat, it’s building a strategy of goals and measuring results to keep growing your business. So what is it?
Finnish Centre for Pensions (FCP) is a statutory co-operation body whose responsibilities include research, expertise and service related to the Finnish pension system. FCP’s key values are looking co...
We've officially got under 2 months to go until the new GDPR (General Data Protection Regulation) takes effect. You've probably all got May 25th underlined in your diaries- gearing up to GDPR D day is...
Implementing a chatbot is an excellent method for interacting with your (potential) customers 24/7/365 while keeping cost in check. If you are not yet considering jumping into a chatbot and AI bandwag...
[A summary of a presentation titled 'Digitaalinen Asiakaspalvelu - Case Hobby Hall' held together with SGN Group (incl. Hobby Hall) at Ecommerce + ShopTech event on 14th of March 2018 in Helsinki.] Cu...
Finland has been ranked number one among the countries that drink most coffee, and our Helsinki office is no exception. Our office practically runs on coffee and we take it very seriously. We brew a l...
The hype around AI applications that is about to swipe through industries and the customer service function, in particular, is enormous, but so far we've seen little real-life experiences how the chat...
Disruptive innovations are reshaping the way financial services are structured and consumed. Setting up a 'virtual branch', that allows financial service providers engage with potential customers on a...
These days, most house hunters browse for properties online, and they expect to get a response from property companies around the clock, not just during office hours. We work with some of the real est...
When talking about machine learning in a commercial context, people often think that their conversion rate will increase just because advanced calculations relating to machine learning are being made ...
In today's digital age customers expect to receive top-of-the-line service and user experience when and where they want it. This puts companies under pressure to find new ways to impress customers and...
In 2015, Connells Group, one of the UK’s largest real estate groups – operating across a number of well-known UK estate agency brands, was looking for new ways to drive revenue from its websites. Thei...
Imagine a situation like this: You have just found a new home that you have been dreaming about for quite some time (Yay, great news! Congrats!). However, as this is not your first time moving it does...
Digitalization has reshaped the way financial services are structured, marketed and provided. Customers today want personalized, flexible service regardless of when, how and where they want to bank. ...
In the digital age providing customers with omnichannel customer service has become more of a rule than an exception. Reliable, receptive and timely responses are the most important characteristics th...
We sat down with Indrek Vainu who is the Product Manager at AlphaBlues, an artificial intelligence start-up that automates customer service with chatbots. Indrek answered some of the most common quest...
In the past decade or so, the way people search for homes has changed drastically as more and more house-hunters now start their search by looking on one of the major property portals. Recent research...
Customer service is usually the first place we contact if we need more information or perhaps make a complaint. This means that customer service is the main opportunity for service recovery: turning o...
Computer-controlled bots who can communicate with customers. That has been the dream of customer service professionals for quite a while now. Corporate giants have been testing them since the last dec...
Live chat has several business benefits, for example, it has proved to be more cost-efficient than other service channels (like the phone). Still, none of this is possible without the necessary human...
An estimate of 4 trillion USD worth merchandise was abandoned in 2016. Every time consumers are asked for a reason for this behaviour one of the most common answers is higher than expected shipping co...
For all of us at Giosg, it's a true honour to host Petra Mengelt from Euroloan, a seasoned expert of customer experience in the financial industry, on our blog. We have learned a lot from Petra while ...
It’s dusk and your customer service is closing the chat service for the day. They are tired after handling up to 7 messages at a time for the whole day (like Finnair’s agents do). They’ve been there w...
If you have a live chat on your site and your site's goal is to get leads through forms (like the one on your 'Contact us' -page), you are probably already using behavioral Rules to initiate a chat co...
A summary of a presentation held together with Danske Bank at Banking Horizon 2016 event on 18th of October 2016 in London. The presentation was about how online retailers can utilise partnerships and...
Like mentioned in a recent Finextra article, there’s one fundamental thing that separates banks from many other businesses; customers don’t want to do business with them. Customers don’t want a mortga...
In 2014, Finnair faced the same problem many customer oriented companies face: customer service costs a lot. Customer service is important and engagement with the customer is directly linked to upsell...
Have you ever thought that instead of spending more and more money on trying to get website visitors back to your site once they have left, you could offer them better service in the first place? Beyo...
In this blog we will talk the two strategies for converting online visitors; proactive and reactive chatting. We will also give our recommendations based on what we have come to find from our experien...
Most industries working with large amounts of data have already recognised the value of machine learning technology. By using machine learning algorithms to build models that uncover connections and i...
Companies need to act fast and efficiently to meet the expectations of today’s consumers. The moment an issue with a product or service arises is also the very same moment when the race against time t...
Live chat has great potential for it meets the customer at the point of the buying cycle where they're going to have questions. Meaning that agents can connect with customers at the point of sale and ...
In our previous blog posts (here and here), we gave you hands-on instructions on how to create rules and how to do A/B testing. This time we are going to show you how to create a pop-up discount code...
In a previous blog post (here), we gave you hands-on instructions on how to create rules. This time we are going to show you how to perform A/B testing for rules to compare two versions against each o...
Hesitant visitors are thorns in the flesh of many eCommerce leaders. Around 35% of visitors bounce before getting even started. And out of those who get started, almost 73% vanish at the final strec...
One of the top most cited reasons for not purchasing online is the cost of shipping. Customers see shipping costs as the number one barrier to buying, and the situation is made even worst if there is ...
The brutal fact is that roughly 70% of shopping carts are abandoned and the number is most likely going to increase as more consumers shift to online and mobile shopping. By 2018 the expected value of...
In a previous blog, we gave a real world example of what happens when the online stores' buying process does not match the buyer’s individual needs. In that specific case the problem and the reason fo...
What does personalization mean and why does it even matter? Let me start with a real-life example. Couple of years ago a friend of mine decided to enter a triathlon race. That was not something I had ...
As an E-commerce professional you are painfully aware of the fact that only a fraction of all your web store visitors will actually buy. Still, getting visitors to engage and follow a path to conversi...
In the previous blog, I discussed at a general level, five considerations relevant when/how to direct salespeople online. This time, I will go deeper into the first level: Sales strategy. Sales strate...
When discussing the introduction of a sales-focused webchat with our customers, the conversations revolve around five themes: sales strategy, goals, metrics, resources, and post-chat processes. I try ...
