Be where your customers are and use the channels they use. This is the principal idea behind every modern customer service channel strategy. It's no longer about how efficient a company makes their phone or email channels - because what's the point if your customers avoid using them? It's really about providing customer support via the channels that your customers prefer, which brings us to social media channels.
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 also built long lasting partnerships with resource partners and through integration partnerships. Moment Group is one of these partners and our shared history goes back 5 years already.
They offer a complete chat solution for their customers with chat agents. As our resource partner, Moment Group provides the chat agents and giosg functions as the platform. After 5 years, we thought it would be nice to round up what it has been like to work with us during this journey.
So we asked.
This is a story told by Pasi Toivokoski, Chief Chat Officer at Moment Group.
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 people towards filling-up their shopping carts and forget to put focus on their overall customer experience which should represent who we are as a company. The eCommerce trend of recent years continues in 2019: customer experience is about convenience and personalization. These two in turn transform singular customer transactions into true customer engagement. How?
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. By using machine learning algorithms to build models that uncover connections and identify important insights in data, companies can make better decisions without human intervention. This means that companies can work more efficiently and gain an advantage over competitors.
Ecommerce websites can use real-time analytics and machine learning to recommend visitors items they might like based on their buying history – and to promote other items they could be interested in. And, this ability to utilize the data collected to provide even more personalized shopping experiences (or implement targeted marketing campaigns), is the future of retail. Visit any major eCommerce sites and you may notice that this future is already becoming a reality.
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 Christmas purchases are more and more often made already in November - so what will help you to minimize this trend?
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 showing that in 2017, shoppers reduced their levels of spending after Black Friday by 1.5%, even when Christmas is around the corner. What is this all about?
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 compete in a digital environment where adaptation to AI is a prerequisite for all. For that exact reason, we compiled a list of the upcoming AI trends to give you a head-start, provide you with insight into the AI industry and prepare you for what's to come in the world of AI not only for 2019 but beyond.
[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, low sales, cart abandonment...
And as we learnt from Game of Thrones, the night is dark and full of terrors, we wake up in the morning thinking things at work are as we left them, but that may not always be the case. With so much going on outside working hours, the experiences you deliver then can really make or break your brand in the eyes of your customer. Why? Because if something goes wrong, you need to be able to come to the rescue and deliver in the same way as you would during the day.
So how can you maintain your service quality and capture leads after hours, even with Michael Myers creeping on you?
“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 conducted an interview with Minsu, our AI expert, to show you that implementing AI into your business can be a walk in the park. Whether you're a business owner, marketing or sales specialist - this blog aims to demystify AI by pulling back the curtain and providing you with practical insight to help you get started.
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 providing excellent customer experience online. We hope that by sharing how Finnair, Delete, XXL and If Insurance have improved their CX, you will gain actionable ideas and factual information for your own strategy.
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 the site you’re already on. You may already have the information on one of the tabs, but why bother when a quick search gives you faster results.
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 among others. However, have you considered what goals are actually relevant to you?
Following these generic goals does benefit your business, but they are just the tip of the iceberg. Following numbers for the sake of it seldom pays off, so let’s explain why a dynamic business goal approach is the way to gain competitive edge - in football terms.
Conversational marketing has been a buzzword in the marketing field for a while now. This has caused businesses to start wondering whether they could benefit from conversational marketing. Do companies even recognize conversational marketing as a separate activity from inbound marketing? What is the difference between the two? We started thinking about this too - are we conversational marketers? Let’s see what these concepts mean and how to utilize them while figuring out what kind of marketer you are.
“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 today.”
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 our opinion, the best way to start the week. And all thanks to Lyhty ry!