| News and Trends

In the news – w/c 2nd July

In the news – w/c 2nd July

We explore the top stories from the customer service industry, from the launch of a personalized customer support experience app to the impact of automation on the economic wealth gap.

Digital Customer Experience Continues to Gain in Priority
A report by analyst firm Nelson Hall, titled Digital Customer Experience Services, reveals the customer experience services market is expected to reach $88 billion by 2022, growing at a compound annual rate of more than 5 percent. Read the full story here.

Chatbots Will Save Retailers, Banks and Health Care Providers $11 Billion Per Year
Retailers, banks and health care companies that implement chatbots can save as much as $11.5 billion annually by 2023, up from an estimated $6 billion in 2018, according to a study conducted by Juniper Research.

It found that reducing time spent on customer service enquiries will save consumers and businesses combined more than 2.5 billion hours by 2023. Read the full story here.

Virgin Mobile now offers customer service via in-app chat
Techradar reports that Virgin Mobile has launched a new in-app customer support chat service, designed to make it easier for customers to get the help they need.

Each customer support team member has also created their own unique bitmoji to represent themselves in the app, to make for a more personalized customer support experience. Read the full story here.

AI-powered raises over US$650,000 in angel funding
8 Interactive, a Taiwanese startup providing customer service messaging solutions, has announced it has raised about US$654,000 (NT$ 20 million) in angel funding.

The company’s core product, a platform known as “8”, enables businesses to manage customer services across multiple messaging mobile apps, including LINE, Facebook Messenger, WhatsApp and WeChat using one interface.

8 Interactive plans to use the funding for hiring AI engineers and expanding its sales team and in the near future 8 Interactive wants to set up shop in Japan and Southeast Asia, which are its priority overseas markets. Read the full story here.


Author: Editorial team Future. Customer.

Tags for this article Artificial Intelligence (85) Chatbots (37) Digitization (167)


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