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giosg Blog

Alexa, please find me the cheapest flight to Hawaii in September.

Posted by Senia Williams on August 21, 2018

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 read reviews of people like me in Booking.com. I want recommendations of cool restaurants for my upcoming trip and promotional emails for discounted flights to places that I visit regularly. Technology is enabling brands to deliver these increasingly personalised experiences, but more specifically, technology in the form of artificial intelligence (AI).

Real Estate's Kodak moment

Posted by Senia Williams on August 1, 2018

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, technology is revolutionising the property space. New technology companies, free from legacy systems have started to pop up, ready to improve a dated, difficult and often daunting purchase journey

Fortunately, real estate incumbents are not yet at a Blockbuster, Blackberry or Kodak point of no return. Yet, it is no longer enough to post a house on Rightmove or wait for a potential seller to reach out to you for a valuation.

As an established player, you have the chance to catch the technology wave, you have the experience, the reputation, the customers- so why let new players snatch your hard-earned market share?

 

 

giosg helps your chatbot become more human

Posted by giosg.com on June 12, 2018

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 doesn’t live up to online users’ expectations.

Goal-oriented chatting is built on Goals, Rules and Reporting

Posted by giosg support team on June 1, 2018

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?

Learning live chat best practices by doing – Case Finnish Centre for Pensions 

Posted by Guest blogger on April 10, 2018

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 courageously into the future, heeding customers and furthering competence and our strategy emphasises public familiarity with the earnings-related pension provision.

To gain customer insight into eServices development, we conducted a customer survey one year ago. The data collected clearly suggested that a group of our customers would prefer self-service in an online environment over to some of the more traditional service channels. When weighing our options, we came to believe that live chat could help us better engage with this customer group. As an organisation, we like to learn by doing. That is why we decided to start a trial period with giosg in September 2017 with two goals in our mind; one was to see how customers would receive the channel and the other one was to test how customer service employees can adapt to live chat and how they feel about using this new channel. 

GDPR- The Real Estate Special

Posted by Daniela Huaman on April 5, 2018

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 all every business blog, webinar and publication seem to be talking about these days.

So why the need for yet another GDPR guide? Well, firstly and simply because a lot of our clients have been approaching us with GDPR concerns, and as the date draws closer, we anticipate getting more of these.

But more importantly, because after conducting some research, we found that a scary amount of UK companies are lagging in their prep, especially within the real estate industry.

And since we work with a lot of real estate agents in the UK, we thought this would be particularly relevant.

How To Get Started With Chatbots

Posted by Guest blogger on March 26, 2018

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 bandwagon, you should!

However, before you reap benefits mentioned above, you need to do some work. Building a chatbot that delivers results requires both time and effort. We at GetJenny have helped our customers to launch dozens of chatbots (and quite a few of them on giosg platform), and we believe we’ve found the right steps to a successful chatbot launch. We hope that sharing some of our lessons helps you to carry out a  successful chatbot project as well.

Recap from eCom & ShopTech expo: How AI-based targeting has helped Hobby Hall increase their online store's conversion rate [Speaker notes]

Posted by Kalle Mäkelä on March 22, 2018
[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.]

Customer experience in an online environment is about service quality; how well you can meet your customer's expectations. Offering live chat service on a website has proven to be an effective tactic to attract leads and convert them into customers.  Still, as an eCommerce professional, you are also painfully aware of the cost of offering real-time personal support which is why you need to continually look for ways to target your sales and support efforts more efficiently.

Banks no longer have to compromise between security and effective online tools

Posted by giosg.com on April 3, 2017

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. Banks are churning out smart solutions, cloud platforms and mobile apps, and consumers are embracing the change.

In a bid to speed their online presence many banks are collaborating with smaller tech firms (like us!) to build an environment that nurtures innovation and meets the ever-evolving expectations of customers. This collaboration helps all parties; smaller companies can offer banks the benefits of high specialization without major investments. In return they gain market visibility and a brand boost from collaborating with well-known banks. The collaboration also serves as an excellent platform for sharing ideas, experiences and know-how.

Until recently, however, many smaller companies have struggled to meet the bank-level security requirements. This has often forced banks to choose compliance over great technology. In an industry where confidentiality means everything, security is considered near-sacred. Banks are also faced with increasing legal requirements, most recently in the form of the tough new General Data Protection RegulationFortunately this is finally being recognized by companies like giosg that are investing into security like never before. 

How to improve the efficiency of customer service? [Best practice]

Posted by Päivi Harju on March 23, 2017

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 that come to mind when thinking about what is important to the customer, regarding service. Still, from the business point of view, there is a big difference in how these objectives are achieved.

Although customers today expect to receive the same level of service regardless of the channel they use, the fact still is that some support channels are more cost-efficient than others. As mentioned in our previous blogs (here and here), the biggest shortcomings of the phone support compared to live chat are higher operating costs and the mere impossibility to have more than one conversation at the same time. Live chat, on the other hand, changes the work of the customer service agents from one-at-a-time processing rate to taking care of 3 to 7 tickets simultaneously. That enables customer service to solve tickets quicker and, also cuts costs as fewer callbacks are required.

Even though self-service is certainly an essential part of digital customer experience, it is much better for both the customer and the company to get the necessary information right in the first time. Handling forms with incorrectly filled in or missing information takes a lot of customer service agents time whereas forms filled correctly can be processed and solved almost automatically. With CoBrowse technology the agent can provide hands-on assistance online so that all sections of the form can be filled the first time correctly.

It is good to make sure you have the best practices in use to direct customers toward the most efficient customer service channels to generate the right value for both your customer and your business. A client of ours, If Insurance (If), provides an excellent example of how a company can enable efficient and smart handling of customer requests in an online environment.

How a car dealer creates a lock-in on car portals to boosts lead generation [Case Study]

Posted by giosg.com on January 23, 2017

Finnish car dealer Käyttöauto has experienced the radical change in consumer behavior that is almost too familiar to the automotive industry. It wasn't more than a decade ago when potential car buyers showed up on car dealers' doorstep to browse trough the selection. It was relatively easy task to find out how committed these buyers are, what kind of car they are looking for and recommend one from the dealer's selection.

Nowadays, majority of the browsing occurs on car portals. Each car from a single dealer competes against numerous car adverts from other dealers. This competition happens mostly without car dealers having any power on the outcome - the car portal's search engine determines the order in which the cars are shown. Car dealers' role is traditionally left to sit and wait for the consumer to contact them.

To outsource or not to outsource live chat support? Pros and cons of different options

Posted by Päivi Harju on January 13, 2017

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 resources to provide customers with personal, timely and accurate support. That is why one of the most critical considerations when implementing live chat is resourcing.

When trying to make sure they can utilise the full potential of live chat as a service channel, companies usually have at least three alternatives. The 1) is to use the same customer support and sales resources they use with phone and email. The 2) is to outsource the chat personnel to a resource company, and the 3) is to adopt an model that combines internal and outsourced resources.

Different alternatives have all their advantages and disadvantages which is why it is good to take time to review each option carefully before making a move.