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99% of Customer Service Executives Recognize Using Chat with Customers Strengthens Customer Experience

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Clickatell’s new Chat Commerce Trends Report finds 88% of CX leaders agree that using chat channels for payments will help meet revenue goals

REDWOOD CITY, Calif., March 30, 2022  /PRNewswire/ — Clickatell, CPaaS innovator and Chat Commerce leader, launches its latest Chat Commerce Trends Report, revealing 99% of customer service executives recognize benefits to using chat with customers to bolster customer experience and drive revenue and growth for their businesses.

Customer service teams are increasingly responsible for revenue with 81% saying they are compensated based on performance and sales within their teams. These executives are facing challenges in achieving results with 95% saying there are technology or process challenges in their departments hindering success. Notably, 43% said their customers find their payment technology hard to use, and 41% said reporting and analysis is disjointed.

Chat Commerce Trends Report reveals 99% of customer service executives recognize benefits to using chat with customers

“Revenue-generating responsibilities of customer service departments have significantly increased, while many of their technical capabilities have remained the same,” said Pieter de Villiers, Co-Founder and CEO at Clickatell. “With rising revenue expectations should also come the tools and investments that help customer service departments meet them. Chat Commerce providing seamless and secure engagement and transactions that allows representatives to support customers along their entire path to purchase, while also encouraging the opportunity for increased sales.”

Customer service executives trust chat for sales and payments

Overwhelmingly, (96%) of customer service teams in these revenue producing departments are responsible for taking payments from their customers, and yet, more than half still use antiquated processes, such as sending a bill or invoice (60%) or taking credit cards (53%). 97% of leaders agree customer service teams would benefit by using chat-to-pay technology and nearly half (48%) of organizations that don’t currently accept chat payments plan to do so in the future. Additionally, 88% of leaders agree that using chat channels for payments will help meet revenue goals; 97% said that chat payment investments pay for themselves.

WhatsApp, Google Chat and Facebook Messenger are the chat apps most used by customer service teams:

WhatsApp (47%) Google Chat (40%) Facebook Messenger (31%) Instagram Chat (30%) Apple Messages (23%) WeChat (23%) Telegram (21%) Discord (15%) Snapchat (15%) Line (6%) Viber (5%) Signal (5%)

99% surveyed find a significant number of benefits when using chat with customers including the following:

Faster response times Simple and easy for customers Improved customer satisfaction Increased customer engagement Convenience for customers Reduced call center costs Stronger customer relationships Improved agent efficiency Continuation from existing or saved chat history Lower risk of fraud

The survey findings also noted that email (30%) and chat apps (27%) are the most preferred channels for customer service agents, while phone calls (19%) are least preferred.  

Clickatell’s Chat Commerce Trends Report, which is based on a survey of 340+ senior customer service leaders in the U.S., can be viewed here. To learn more about how to implement chat payments, see Clickatell’s Chat 2 Pay product page and read how it enables businesses to securely accept payments in chat messaging by sending consumers a payment link.

About Clickatell

Clickatell is the global Chat Commerce leader powering businesses to connect, interact, and transact with consumers anytime, anywhere in chat. The low / no-code, feature-rich Chat Commerce Platform sits at the intersection of communications (CPaaS, CCaaS) and commerce (digital payments). Clickatell serves over 10,000 customers, many of which are Fortune 500 companies and leading global brands activating their own digital commerce transformations. Clickatell is headquartered in Silicon Valley, CA, and has offices in Canada, South Africa and Nigeria. Learn more at www.clickatell.com.

Media Contacts

Clickatell, Andrea Mahoney, andrea.mahoney@clickatell.com, 415-846-1543 Clickatell, Nadia Louw, nadia.louw@clickatell.com, +27 (21) 910 7700

 

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SOURCE Clickatell

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Ricoh and LG Announce Global Partnership to Enhance Workplace Experience Solutions

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Expanding communication services capability in the global B2B market

TOKYO, Sept. 20, 2024 /PRNewswire/ — Ricoh Company, Ltd. today announced that it has concluded a memorandum of understanding (MOU) with LG Electronics (LG), a trusted partner offering innovative products and customized solutions for diverse industries worldwide, to collaborate on digital solutions for workplaces. Pairing Ricoh’s communication services and LG’s display products, this partnership will deliver B2B customers in the global market an elevated user experience and exceptional customer value. Through this partnership, Ricoh will further enhance its capability in the Workplace Experience domain, one of its growth areas, and it aims to be the top global audiovisual (AV) integrator.

Partnering with LG, Ricoh will strive to enhance its communication services in the Workplace Experience domain. Integration of high-quality devices such as signages and displays into Ricoh solutions will enrich Ricoh’s product and service portfolio and achieve a stable global supply. In addition, the two companies will jointly drive associated sales and marketing efforts and explore new business opportunities as the partnership unfolds.

Takahiro Irisa, Senior Corporate Officer and President of Ricoh Digital Services and Paik Ki-Mun, Senior Vice President and Head of the Information Display Business Unit of LG Business Solutions Company, present the signed memorandum of understanding.

As its mid-term vision, Ricoh aims to provide consistent global services as a workplace services provider in the changing workplace. In the Workplace Experience domain, Ricoh provides solutions enabling seamless collaboration in offices and other workplaces where hybrid work has become commonplace, enhancing people’s creativity. Ricoh empowers customers to focus on value adding, creative tasks and achieve organizational growth through its integrated solution propositions of hardware, software, and managed services that comfortably utilize them.

“The pairing of Ricoh’s office solutions with LG’s advanced display products will deliver impressive value to customers and further establish LG as one of the most trusted providers of integrated solutions in the B2B market,” said Paik Ki-Mun, Senior Vice President and Head of the Information Display Business Unit of LG Business Solutions Company. “LG will continue to pursue strategic partnerships with innovative global companies to create customized solutions for today’s business environment.”  

Takahiro Irisa, Senior Corporate Officer and President of Ricoh Digital Services Business Unit, Ricoh Company, Ltd. said “We firmly believe that this global strategic partnership with LG will accelerate Ricoh’s Workplace Experience business. Through the synergy between LG’s advanced display products and Ricoh’s communication services, we will continue to offer optimal workplace to our customers as a workplace services provider. Ricoh will continue to execute strategic partnerships to empower our customers to achieve fulfilment through work.”

 

 

| About Ricoh |

Ricoh is a leading provider of integrated digital services and print and imaging solutions designed to support the digital transformation of workplaces, workspaces and optimise business performance.

Headquartered in Tokyo, Ricoh’s global operation reaches customers in approximately 200 countries and regions, supported by cultivated knowledge, technologies, and organisational capabilities nurtured over its 85-year history. In the financial year ended March 2024, Ricoh Group had worldwide sales of 2,348 billion yen (approx. 15.5 billion USD).

It is Ricoh’s mission and vision to empower individuals to find ‘Fulfillment through Work’ by understanding and transforming how people work so we can unleash their potential and creativity to realise a sustainable future.

For further information, please visit www.ricoh.com

 

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© 2024 RICOH ASIA PACIFIC PTE LTD. All rights reserved. All referenced product names are the trademarks of their respective companies.

 

 

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SOURCE Ricoh Asia Pacific Pte Ltd

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Wright, Moore, DeHart, Dupuis & Hutchinson Provides Notice of Data Security Incident

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LAFAYETTE, La., Sept. 19, 2024 /PRNewswire/ — Wright, Moore, DeHart, Dupuis & Hutchinson (“WMDDH”) has become aware of a data security incident that may have involved individuals’ personal information. WMDDH is providing notification to the potentially involved individuals about this incident, providing steps they can take to help protect their personal information, and offering the opportunity to enroll in complimentary credit monitoring and identity protection services.

What Happened. On or around July 11, 2023, WMDDH became aware of unusual network activity and immediately took steps to secure our systems. We launched an investigation with the assistance of leading cybersecurity experts to determine what happened and whether sensitive or personal information may have been affected during the incident. As a result of the investigation, we identified that certain WMDDH data may have been acquired without authorization. WMDDH then engaged an independent team to conduct a comprehensive review of all potentially affected data, and on May 8, 2024, that review determined that personal information may have been affected. WMDDH then worked diligently to identify contact information to effectuate notification and prepare the services being offered to affected individuals, as provided in more detail below. This process was completed on July 18, 2024.

What Information Was Involved. The information involved may have included individuals’ names, Social Security numbers, driver’s license numbers, financial account numbers, passport numbers, and/or medical/treatment information.

What We Are Doing. As soon as WMDDH learned of the incident, we took the measures described above and implemented additional security features to reduce the risk of a similar incident occurring in the future. We are also providing information about steps individuals can take to help protect their personal information.

Additionally, we are offering impacted individuals the opportunity to enroll in credit monitoring and identity protection services through Equifax®.

What You Can Do. Please review this notice carefully, along with the guidance included with this notice about additional steps that can be taken to protect your information.

WMDDH takes the security of information in its possession very seriously and has taken steps to prevent a similar event from occurring in the future. We deeply regret any concern or inconvenience this may cause.

Additional information is also available via WMDDH’s website.

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SOURCE Wright, Moore, DeHart, Dupuis & Hutchinson

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AIE Graduates create visual effects for Academy-nominated film

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NAWI, a feature film whose visual effects were created by graduates from the Academy of Interactive Entertainment (AIE), has been officially nominated by Kenya for entry into the 97th Academy Awards in the category of Best International Feature Film. NAWI is a heartfelt story about a young girl’s journey towards empowerment and aims to shed light on a pressing issue that affects countless young women in the Turkana region of Kenya.

CANBERRA, Australia, Sept. 19, 2024 /PRNewswire-PRWeb/ — NAWI, a feature film whose visual effects were created by graduates from the Academy of Interactive Entertainment (AIE), has been officially nominated by Kenya for entry into the 97th Academy Awards in the category of Best International Feature Film. NAWI is a heartfelt story about a young girl’s journey towards empowerment and aims to shed light on a pressing issue that affects countless young women in the Turkana region of Kenya.

“The film has a very important social message to tell so it was rewarding in many ways to be able to contribute to this project. NAWI was a fantastic opportunity for our graduates to put their skills to the test on a full-length feature film,” said Tom Pugh.

AIE graduates and teachers were given the opportunity to work on the film’s visual effects through AIE’s ongoing partnership with Learning Lions, who produced the film with Film Crew & Baobab Pictures. AIE is proud to support Learning Lions non-profit mission to enable young adults in marginalised rural communities of East Africa to become digital creatives by providing game development training and technology.

The visual effects for NAWI were brought to life by AIE teachers and experienced industry professionals, Thomas Magill and Tom Pugh, who were tasked with supervising the visual effects and liaising with the film’s Directors, Apuu Mourine, Kevin Schmutzler, Tobias Schmutzler and Toby Schmutzler. They assembled a team of recent AIE graduates and worked out how to create the effects required to immerse audiences in Nawi’s world.

“Graduates were able to take the skills they had learnt in class and apply them to cinema-quality footage. There was even a bit of nervous excitement working with professional expectations and deadlines,” said Tom Pugh.

Thomas Magill explained that most of the work involved compositing such as fixing blemishes, removing unwanted folds in clothing, changing pages in a book and removing background actors that were in the wrong place.

“We had a river shot where there was only a sandbank, and we had to create an entire island! There were several shots filmed in a dry riverbed which required us to create floodwater. We had to draw upon various disciplines: not just digital compositing but also visual effects creation and fluid simulations,” said Thomas Magill.

Both teachers enthused that the directors were a pleasure to work with and the collaboration was smooth.

“The film has a very important social message to tell so it was rewarding in many ways to be able to contribute to this project. NAWI was a fantastic opportunity for our graduates to put their skills to the test on a full-length feature film,” said Tom Pugh.

Learning Lions and AIE look forward to seeing NAWI progress through two rounds of voting by members of the Academy of Motion Picture Arts and Sciences to narrow the list of submitted films down to five nominees for the Best International Feature Film.

About Academy of Interactive Entertainment (AIE)

AIE offers practical, career-focused courses delivered by industry-experienced teachers in 3D animation, game development, visual effects and film. Since 2019 AIE has sponsored scholarships to their Certificate and Diploma programs to Learning Lions student. AIE provided laptops and is supporting with opportunities at various gaming companies around the world for paid part-time and full-time work.

https://aie.edu.au/

About Learning Lions

Learning Lions is fighting poverty with digital opportunity. Established in 2015, Learning Lions equips local youth with essential IT and media skills, and empowering them to become entrepreneurs and self-sustaining individuals. By leveraging digital services, these aspiring entrepreneurs not only support themselves but also provide opportunities for others through employment and mentorship.

https://www.learninglions.org/

Media Contact

Neil Boyd, Academy of Interactive Entertainment, 61 434273190, neilb@aie.edu.au, https://aie.edu.au/

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SOURCE Academy of Interactive Entertainment

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