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7 Dec The One Key to Unlocking the Customer Service Mobile Gateway

By: Jason Domsky

Customers still call customer service for inquires, this has not changed. They want to use other channels to communicate, but as soon as they encounter any form resistance, they call. They then transfer to agents at an alarmingly high rate. What is the “key” to unlocking Digital Deflection? It is their mobile phone number.

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14 Oct Increase Customer Engagement With Automated Reminders

By: Jason Domsky

The past several years have brought many developments in client contact automation. One that stands out is the appointment reminder. I get a phone call, email, and/or text that is reminding me of my upcoming appointment. This is great, since I have often scheduled these weeks or months in advance. Sometimes I’m given the simple step to take (a link to click or a number to call) if I need to cancel or reschedule.

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17 Sep Why You (and Your Agents) Need Natural Language IVR

By: Jason Domsky

Traditional interactive voice response (IVR) systems have many flaws. First, callers are restricted to selecting from the choices the system gives them, which are necessarily limited. In order to interact with a traditional IVR system, customers must work through a series of menus, which many of them find frustrating.

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23 Aug Save Your Customers Time, Use Their Phone Number

By: Jason Domsky

I have a question: Why don’t more companies recognize me when I call? 

Identification is the first key to a successful interaction. Yet, I keep getting asked the same thing every time I call in: "Can I get your account number?" I rarely remember my account number, so this process is inevitably painful and time-consuming.

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25 May ACE 2016: Customer Service Texting Is Getting Real

By: Jason Domsky

I spent last week in Las Vegas at Aspect’s annual ACE conference. Of course, today I’ll only be discussing the conference here. Because, as we all know, everything else "stays in Vegas." But I will say I got enough time to place third in a poker tournament.

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