• 7 Reasons Social Customer Service is Essential for Every Brand

    As social media continues to grow in popularity, the same can be said for social customer service. As fast-paced and often public channels for communication, it’s no wonder that customers embrace them to engage with brands when they need quick and direct answers to their questions. Indeed, the following statistics illustrate just how essential social customer service has become,...

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  • 5 Key Words for Driving Great Mobile Customer Experiences

    Most brands these days recognize the growing importance of mobile customer experience. According to Smart Insights, 80% of Internet users own a smartphone. And when it comes to mobile customer experience, a poor one can be costly to a company: CMS Report found that 57% of mobile users claim that they won’t recommend a business with a poorly designed...

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  • 5 Tips for Winning Millennial Customer Trust

    Millennial customers are powerful influencers when it comes to sales and customer experience. As a generation expected to spend more than $10 trillion during their lifetimes, they are continuously redefining customer experience through their needs and values. Yet millennials are much more than a population of consumers who simply like to spend their money. For this generation, customer experience...

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  • 6 Ways Mobile is Transforming Customer Experience

    In the past few years, mobile customer experience has often been cited as one of many priorities brands should consider when optimizing customer engagement practices. However, the recent trend of conversational commerce has put mobile customer experience under the spotlight, as customer habits increasingly show a demand for fully optimized customer engagement on the go. A Nielsen study found...

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  • The Role of Artificial Intelligence in Conversational Commerce

    Automated customer service has been around for some time, delivering on the promise of faster, more efficient customer engagement. From predictive dialing solutions to IVR menus, customers are empowered and save time when optimized self-service options are available to them. Yet, with the growing trend of conversational commerce, automation has become ever more sophisticated: from chat bots to intelligent...

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  • Conversational Commerce is Key to Millennial Customer Engagement

    Conversational commerce is both simplifying and revolutionizing the customer experience. It’s easier than ever to connect with favorite brands, asking for assistance and making purchases on the go. The revolutionary part is that customer experience has become infinitely richer and more personal. In the past, automation and mobile customer service have fallen short of customer expectations or simply lacked...

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  • The Dominant Force of SMS in Conversational Commerce

    Messaging apps, chat bots, in-app messaging: Conversational commerce has taken customer service by storm. With many brands offering new and inventive ways to engage with their customers, more traditional communication channels may not come to mind when speaking of conversational commerce. Indeed, just as voice may be considered the original channel of conversational commerce, SMS is also a time-tested...

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  • 6 Tips for Customer Communication Through Messaging

    Messaging apps are at the core of conversational commerce, marking a new and personalized way for brands and customers to engage with one another. Since messaging is already a mode of daily communication for many people, brands are able to capitalize on the natural appeal and familiarity of such apps as well as SMS for reaching more customers and...

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  • Messaging Apps Shift the Role of Social Media in Customer Service

    For some time now, social media has played a dominant role in the evolution of customer service. From millennials to baby boomers and simply any customer needing support on the go, social media has proven an efficient and appealing way to engage with brands. Recently, however, a dramatic shift has occurred in the way customers use social. According to...

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