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Industry advice - Why poor customer service is killing your brand (and how to fix it)

By Industry Contributor 16 August 2019

How do businesses survive an increasingly difficult economic environment? By focusing on customer services, argues Wynand Smit, the CEO of Inovo. FULL STORY >

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Personalisation platforms, and their role in customer service

By Industry Contributor 18 June 2019

Dee Chetty, Accenture Interactive Lead for Africa, explains why personalisation is more important than ever, and what successful customer engagement requires. FULL STORY >

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Opinion - Connect the data and the dots to deliver exceptional experiences for customers

By Industry Contributor 18 January 2019

Shawn Sipman, Oracle Customer Experience Strategy Lead Africa, elaborates on keeping customers in today's world. FULL STORY >

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Trust & compliance: customer relationship challenges for financial services providers

By Opinion 3 May 2018

Darrel Orsmond, Financial Services Industry head at SAP Africa, looks at how a recent data privacy scandal could effect the GDPR countdown and consumer trust. FULL STORY >

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Take the robot out of the human in customer service

By Opinion 10 April 2018

CEO of INOVO, Wynand Smit unpacks what Robotic Process Automation means for customer service. FULL STORY >

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iBleat- Putting the “good” back into customer service

By Press Release 20 November 2017

“Customer service”- for many that rhymes with contradictions like “military intelligence”, “jumbo shrimp”, or “deafening silence”. But customer service shouldn’t be- and will no longer be- two words that don’t go well... FULL STORY >

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Troubleshooting service level fluctuations

By Opinion 9 October 2017

an Kühn, head of Business Services at INOVO, offers some tips to better guarantee customer service levels for your business. FULL STORY >

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Three tips for slicker business transactions

By Press Release 18 August 2017

Josephine Brimble, Principle Application engineer at INOVO, looks at three effective ways businesses can better deliver on the high standards of customer expectations. FULL STORY >

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Redefining customer service in telecoms

By Press Release 23 May 2017

Often customer experience is measured using checklists and monitored in isolation – without considering the multiple aspects that make up the entire customer experience, says Euphoria Telecom CEO, George Golding. FULL STORY >

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Will bots ever take over the world of customer service?

By Press Release 25 April 2017

Marius de la Rey and Jan Moganwa of Absa, give their takes on how bots can add value to the workplace, and in particular help deliver better customer service. FULL STORY >

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Fix pain points for smarter customer service

By Press Release 21 April 2017

In a competitive environment, your company can’t afford to keep burning customers by not providing resolution to those valuable customer interactions, says Wynand Smit, CEO of INOVO. FULL STORY >

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The Tipping Point of Customer Interaction

By Press Release 12 April 2017

A new study from Verint and Opinium Research reveals that Customer Experience (CX) is considerably more nuanced than many businesses realise, with Omni Channel coming to the fore. FULL STORY >

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Transforming the call centre with social media

By Press Release 16 March 2017

One message, many conversations on multiple channels, is the key according to BrandChat director Pete Matthaei. FULL STORY >

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Customer Service – are self-service channels right for your business?

By Press Release 7 March 2017

Jan Kühn, director at INOVO, unpacks the advantages of the self-service channel when it comes to Customer Experience, and whether it's the right option for your business. FULL STORY >

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Poor customer service is costing companies billions

By Press Release 10 February 2017

Pete Matthaei, BrandChat director and co-founder, says the best way of improving customer service is by being immediately accessible via instant messaging platforms. FULL STORY >

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