Articles
LONDON — Traditionally, brands have controlled the narrative between themselves and their customers, mainly because they had near-exclusive access to the required technology. But with the introduction of social media, customers gained a voice in the narrative and the balance of power shifted in their favor.
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If you’ve ever had a problem with a product, there’s a good chance you picked up the phone and called customer support.
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San Francisco-based Helpshift has rolled out an integration with Salesforce Service Cloud that allows service agents to support customers directly within the app.
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There was once a company whose packaging was notoriously difficult to open. In fact, a TV program had a competition where it offered a prize for anybody who could open the package without spilling the contents. Nobody won the prize.
Why would an organization do that? Internal efficiency.
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At a critical moment in my junior year of college, I was rushing to print an assignment on a deadline when my HP ink cartridge broke.
Even though the issue was my fault, HP sent a new cartridge without hesitation.
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Today’s online retailers are often focused on providing consumers with increasingly sophisticated digital tools to help shorten the buying cycle and reduce friction when shopping online.
Despite these investments to curb cart abandonment though, research from the Baymard Institute calculated an average online cart abandonment rate of 69 percent, based
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We talk a lot about customer service.
We talk about its importance to business success and how companies failing to meet customer expectations will be left in the dust.
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Consolidation among customer experience technology vendors continued today with two acquisitions.
Hootsuite acquired a Snapchat analytics solution created by Naritiv, a Los Angeles startup that has helped companies understand and enhance the impact of their digital campaigns on Snapchat.
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The Wild West days of the web are coming to an end as people settle down and select their favorite websites as the starting points for an increasing number of their tasks.
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It's been over 35 years since Sting sent out an SOS to the world.
Communications have changed dramatically since then.
Today Sting could send an SMS, Facebook update or tweet, with much better odds of getting his message across.
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When Philip K Dick wrote "Do Androids Dream of Electric Sheep?" in 1968, he imagined a future where artificial beings are almost indistinguishable from humans. They look, sound and act alike — and mimic human emotion and intelligence.
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Call center employees are the secret superheroes of every brand.
These agents wield incredible power when it comes to customer experience, with the ability to build long-term brand loyalty and shape the customer journey. Positive outcomes for every customer interaction is critical.
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Salesforce is capitalizing on technology it obtained just three months ago through its acquisition of Heywire, a Cambridge, Mass.-based provider of commercial texting services.
It has popped out a product based on Heywire technology via its Service Cloud.
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“Why is customer service still so awful?"
Most people have asked themselves that question at one time or another.
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