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When it comes to business advice, there is some truly disturbing information available on the internet. But this advice regarding taking credit card payments over the phone is next level. It featured in a quite popular article that features prominently in search results for accepting credit card payments over the phone. Here’s a screenshot so …
Taking card payments via phone; the worst advice we’ve ever seen. Read More »
Unfortunately, many Operations Managers’ projects kick off with the time-honoured cry: “the call centre’s blowing up!”. It might be a network outage, a defective product, or a supplier failing to show. Either way, communications need to be sent to impacted customers. And invariably, that can’t happen right away. Sending a text message to impacted customers …
4 essentials for Operations Managers sending comms Read More »
Why international text messaging works Service providers have a brilliant opportunity to create brand advocates with international text campaigns. As a communication medium they are unmatched for reaching customers overseas. Most travelers take their mobiles with them nowadays. And texts are read within 6 minutes of being sent in 95% of cases. On the other …
Ultimate guide to sending international text messages Read More »
A well designed IVR should increase your service efficiency and reduce customer effort. When done poorly they are infuriating. When done well, they drive win-win outcomes for companies and customers. Here are 7 IVR design best practices to follow: 1. Never offer more than 5 options per menu Don’t turn your IVR into a …
People on the hunt for global cloud communication APIs often ask us “what’s the difference between Upwire and Twilio?” Both offer the ability to build voice and text communications with integrations into other applications or platforms. But how they do it differs greatly. Carrier disruption vs end-user experience Twilio was founded to disrupt legacy telecommunications …
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