LiveChat Adds Text Messaging to Customer Service Platform

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LiveChat has launched a new feature that enables businesses to use text messaging to communicate with customers. LiveChat are specialists in online customer service software. The company recently partnered with Twilio and launched the integration of the LiveChat application with the Twilio platform.  The text messaging feature is available for businesses using the LiveChat application...

How to Better Serve Customers in a Digital-First Landscape

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A few months ago, a virtual consultation with your dentist may not have been possible. But in response to the impact of COVID-19, many businesses have become digital-first by necessity. To do this well, brands need to rethink what their customers’ pain points are and how their business is uniquely positioned to help alleviate them....

4 Ways Marketing Automation Can Improve Customer Experience With Fewer Resources

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The B2B buying cycle is growing longer and more complex than ever, especially because of the unprecedented challenges and industry disruption brought on by COVID-19. Maintaining a one-to-one relationship with customers and prospects is imperative but this arduous task is even more daunting as businesses are pivoting to leaner operations in response to the pandemic....

Retail Tech Trends and Insights for 2020

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Advanced technologies have revolutionized the retail industry. According to a recent report, the total global retail software market is already worth an estimated $55 to $60 billion. This figure is expected to reach over $77 billion by 2021. Many retail companies have no full-time IT professionals. As a result, owners and staff often make “untrained”...

How Online Retailers Are Transforming the Customer Experience with Conversational Commerce

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In August 1994, the very first e-commerce transaction took place when a man sold a Sting CD to a friend on NetMarket. A lot has changed since then—in the quarter century since that historic sale, e-commerce has become an integral part of the world economy, giving rise to behemoths such as Amazon and Alibaba. Now,...

How Marketers Can Identify Their Best Customers to 3X Business Growth With Katelyn Bourgoin [AMP 172]

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How much do you know about your customers, especially the very best ones? Companies that conduct ongoing customer research grow two to three times faster than those that don’t. How many? About 70% of companies are not doing 10 or more interviews with customers every month. Today’s guest is Katelyn Bourgoin of Customer Camp. As...

How to Improve Your SaaS Customer Support

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With today’s consumers being more tech-savvy than ever before, companies need to upgrade their customer service to attain their sales objectives. The SaaS business world is quite competitive, and companies need to go the extra mile to attract and retain customers. No matter how great your SaaS offering is, if you don’t invest in customer...

How Customer Emotion Impacts Customer Sentiment

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Experts suggest understanding customer emotion and customer sentiment is the key to unlocking customer experience over the next decade. Forrester recently reported that when it comes to stand-out customer experiences, leading brands rely on emotion to build loyalty. But many marketers and product managers often use “emotion” and “sentiment” interchangeably, even though they are very...

CDPs Are for B2B Companies Too

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The customer data platform (CDP) market continues to expand. While CDPs first resonated with large B2C brands such as retailers, the technology is rapidly gaining momentum among B2B organizations too. After all, for those companies, a unified view of their customers and prospects is also critical. In fact, the CDP Institute reported last year that...

How to Get the Most Bang Out of Your Customer Service Dollar: 4 Call Center Improvements That’ll Make Your Customers (and Budget) Happy

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Every day you and your agents tackle the biggest problems your customers face. It can feel overwhelming to hear problem after problem. On top of this, you’re confronted with KPIs and metrics your team has to meet. And, the finance team tells you “There’s no room in the budget for that” whenever you mention getting...