giosg Blog

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...

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...

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...

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...

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...

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...