Insights on CX, AI, and Operations
Customer service guides, case studies, contact-centre change and product updates from the Tactful AI team.
A Step-by-Step Framework for Adopting Conversational AI in Retail & Ecommerce
A step-by-step guide for retail and ecommerce teams adopting conversational AI: the Engage, Analyse, Optimise framework, balancing AI with people, quick wins and pitfalls to avoid.
By Tactful Editorial Team
How Elaraby Group Turned 1 Million+ Conversations into 8 Figures in Digital Sales
How Elaraby Group unified 13 brands and 19 social channels with Tactful AI, reached a 100% response rate and 61% faster first response, and grew online sales by 8 figures.
By Tactful Editorial Team
How Customer Conversations Shape Scalable AI in Customer Experience
Why real customer conversations are the starting point for scalable AI in customer experience: one inbox for every channel, AI Agents that hand over to your team, no-code flows and CX analytics.
By Tactful Editorial Team
All articles
Tactful AI November 2024 Product Updates
November 2024 platform enhancements including unified inbox improvements, supervisor tools, webhook automation, simpler menus, and user-requested changes for better agent and customer experiences.
10 Ways Legacy Contact Centres Hurt Your Business
Ten ways outdated contact centre software holds teams back, from siloed channels and slow changes to security gaps, and what a modern digital CX platform does instead.
Exploring the Latest Conversational Contact Centre Updates & Capabilities: August 2024
August 2024 product update covering Azure AI Model Catalog integration, enhanced Facebook private messaging, new email composer, rich text webchat, and ready-made AI-powered personalization templates.
13 Takeaways on Forrester Report: Generative AI is The Catalyst for Change in The Contact Center
Key takeaways from Forrester's report on how generative AI is changing contact centers: knowledge management, agent workspaces, metrics, tech provider choice, pricing models and AI-first strategy.
What Is a Chatbot? Chatbots vs AI Agents Explained
What chatbots are, the key terms behind them, what they do well, where they fall short, and how AI Agents differ: they resolve issues and hand over to your team.
9 Essential Tips for Excellent Customer Service
Nine practical tips for excellent customer service, from patience and empathy to consistent answers on every channel, each with an example from WhatsApp, Instagram or email support.
6 Critical Differences Between Omnichannel & Multichannel
Six differences between omnichannel and multichannel customer service, covering definition, process, agents, focus, interactions and channels, plus the business reasons to connect your channels.
Help Desk Software for Small Businesses
What small businesses need from help desk software: one shared inbox for every channel, routing, customer history and reports, plus how per-seat and per-conversation pricing compare.
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