How Will Social Media Change Customer Service?
#Customer Engagement
Social media is rapidly becoming a major component of the customer service experience. Facebook, Twitter, Pinterest and…
Chat Growth is Booming in an Increasingly Omnichannel World
In the world of customer service, voice is still king with 73% of customers using voice but the growth of alternative…
Is Social Media a Great Customer Service Tool?
I love the title of a recent article David Lloyd wrote in CRM Buyer titled “Where Customer Service Goes to Die.”…
Extend Your IVR to a Mobile Web Experience
#Customer Engagement, #Modern IVR
Smartphone adoption is exceeding 57% across North America, the UK and Australia and these intelligent devices open a…
SpeechTEK and How to Stay Ahead of the Customer Service Curve
It's that time of the year again when the colorful characters of speech recognition technology come out of the…
Multi-channel. Omnichannel. So what’s the difference?
The term omnichannel is getting a lot of buzz. Just when many companies thought that they had a handle on becoming…
Why Customer Service Needs Social
Why does customer service need social? Many think that social is not a channel but an extension of customer service.…
Introducing [24]7 Chat - Smart Chat that Drives Sales and Satisfaction
Today we’re proud to announce [24]7 Chat, the industry’s first smart chat that uses prediction and real-time…
New Year’s Thoughts, Consumers Looking Forward to Service
Out with 2012. Bring on 2013. In 2012, mobile phones changed life as we knew it. One third of US households no longer…
