Goto

Collaborating Authors

Results


Tidio raises $25M to automate customer service interactions – TechCrunch

#artificialintelligence

During the pandemic especially, it's become overwhelming for small- and medium-sized businesses (SMBs) to answer all of their customer service requests. A Freshworks survey found that companies experienced a 71% increase in overall contact volume between February 2020 and January 2021, and expect it to increase further. At the same time, customers -- while empathetic -- have become more demanding. The same poll shows that 68% of customer service managers have seen an increase in customer expectations. What's a company to do? Automation is one route to more manageable customer experience workloads, potentially.