If you’ve heard people say “AI will replace customer service agents,” you’ve heard it wrong. What’s actually happening is more interesting — and much better news for us. What AI is actually doing in customer care Right now, AI tools are good at three things in our world: answering the same routine questions over and…
AI assistants like ChatGPT, Gemini and Copilot are everywhere in the news — but the real question for us is simpler: how do we actually use them in customer relations work, safely and usefully? Here’s a practical starting guide. What they’re genuinely great for Summarising. Paste a long, messy ticket or email thread and get…
Most of our customers are already on WhatsApp — for family, for friends, and increasingly, for the companies they deal with. If we treat it like a formal email channel, we’re doing it wrong. Here’s what makes WhatsApp different, and how to use it well. It’s a personal space — respect that When a customer…
“Digital channels” gets thrown around a lot in team meetings. Here’s a clear map of the five that matter for customer relations right now, what each is actually good for, and what customers expect on each one. 1. WhatsApp / Business Messaging Where most customers already are. Expectation: fast, personal, conversational. Best for quick queries,…
