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How Technology Will Help You Deliver a Better Customer Service Experience

Rather than attempt to cut the costs of delivering customer service on the phone, how you can use that opportunity to actually increase customer satisfaction and revenue through the use of technology?

Shep Hyken speaks with Kyle Christensen, VP of Marketing at Invoca, about using technology to deliver a better experience.

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Top Takeaways:

  • 74% of people who have a bad phone support experience are likely to choose another business the next time they shop for that product or service. In fact, 70% of them will also complain to their friends and family about that experience.
  • If they are using their smartphone rather than their desktop computer, people are three times more likely to make a call to the business rather than to fill out a form to contact that business.
  • AI will help support agents eliminate the common problems with support calls, by providing account information automatically to agents with customer voice recognition.


Kyle Christensen is the Senior Vice President of Marketing at Invoca, a call intelligence company. Kyle has also served in senior strategic product marketing and management roles at Zuora and at where he ran enterprise marketing for and helped launch the Service Cloud line of business.

Shep Hyken is a customer service and experience expert, best-selling author and your host of Amazing Business Radio.

“There is something inherently human in having a conversation with another human.” – Kyle Christensen

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This episode of Amazing Business Radio with Shep Hyken answers the following questions… and more:

  1. How will artificial intelligence affect customer service?
  2. What is an intelligent assistant?
  3. What is call intelligence?
  4. How can we improve the digital customer experience?
  5. Will technology replace humans in delivering customer service?

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.




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