Deepdesk blog

The COVID-19 crisis forced enterprises worldwide to speed up the digitization of their customer service. And there is no going back. On the contrary, companies will only increase their investment in digital channels, live chat in particular, says the ... continue reading

What if automation would make the lives of your employees easier and better? Wouldn’t that be great? So, why is the opposite often the case? Automation makes employees unhappy, frustrated even. ... continue reading

Happy employees are essential for a satisfying customer experience. But where employee happiness matters most, it is the lowest: at contact centers. Among the many factors that cause agents to be unhappy, one aspect is often overlooked: automation. Happy c... continue reading

Customer experience: everybody is talking about it these days, and, to be honest, investing in it. But many customers are becoming less satisfied with service, not more. We guess that automation is messing things up. Here is how. Let us start with two stats:... continue reading

High cost is an issue in customer service. Is automation the answer? If it were only that simple. Automation of customer service is promising. But only intelligent deployment of automation will help you achieve both employee and customer happiness. Excellent customer servi... continue reading