INSIGHTS

 

Businesses are engaging with more and more Customers through online channels. Now, more than ever, they need to fully support the online Customer Experience and provide them with quality online support.

Get our latest insights on the topics that matter the most to you.

Solution Brochures

Real-Time Collaboration

Assist your visitors remotely by collaborating via co-browsing and screen sharing.

“The Vivocha Collaboration Suite of products humanises the online sales and support experience, enabling your contact center agents to interact with your customers and assist them via a shared browser.”

Vivocha Advanced Analytics

Find out what really matters!

“Vivocha Advanced Analytics tool makes it easy to obtain the necessary information to better manage your contact center agents and maintain optimal performance.”

Vivocha Video Chat

Humanise your online Customer Experience.

“The future of real time communication is already here: adding video chat support to a website and mobile app can provide the most innovative and unique communication channel, with a human touch.”

Vivocha WhatsApp Integration

Messaging application for Customer Care.

WhatsApp boasts about 60 billion messages exchanged a day. This represents a great opportunity for companies that want to easily interact with their customers using the messaging platform they are accustomed to.”

Vivocha Appointment Scheduler

Online appointment scheduler app for Contact Center.

“Appointment management is a key component to the modern businesses that find and implement the latest technology to solidify connections with customers.”

Executive Briefs

Next Generation Customer Interaction

“Today, value creation and durable competitive advantage, delivering digital services and operations has emerged as a prime mover in reshaping Customer Experience.”

ChatBot and Conversational A.I. for Customer Care

Chatbot technology represents an enormous potential for enhancing the Customer journey; it is becoming part of daily digital life, as it proliferates on messaging platforms and is launched as a digital assistant by the largest technology companies.

Remote Advice in Banking: a new route to the Customer

In the last couple of years, financial institutions around the globe, have launched remote advice pilot services, been able to reduce their cost to serve by 40 percent, increase the frequency of client contact by 150 percent and nearly triple sales productivity.”

The Future of Contact Center is Proactive Customer Service

“The power balanced between companies and customers have been turned upside down: the interaction procedures between company and consumer do not follow a vertical logic anymore, but a horizontal one, that sees consumers at the same level as the company.”

Assisted Selling: Optimising the Digital Retail Experience

We really need to understand what the most important customer journeys and what the most significant points are that will add value to those journeys, as well as what we need to do to prioritise those.

Text Messaging, The Future Channel For Customer Care

In the last couple of years, financial institutions around the globe, have launched remote advice pilot services, been able to reduce their cost to serve by 40 percent, increase the frequency of client contact by 150 percent and nearly triple sales productivity.”

Digital Banking Needs a Human Touch

“The banking world is rapidly marching towards digitalised interactions where the role of the banking advisor inevitably needs to be redefined to ensure effective continuity of the customer-bank relationship.

White Papers

Best Practices in Chat and Messaging

“Today, the biggest challenge to serving customers in several communication channels is responding quickly, but without losing the personal touch. Customers demand immediate service, and response times of “within 24 hours” are no longer acceptable.”

Online Customer Engagement: The Changing Rules of Customer Care

“When executed well, a customer engagement strategy will foster brand growth and loyalty. Live customer engagement is about encouraging customers to interact and share in the experiences built for them.

Transforming Customer Service: A New Digital Experience

Online Customer service is no longer an alternative, but a real need. Customers in most industries expect to receive online assistance and are often disappointed when they do not get immediate answers to specific questions or concerns.”