Facilitating the Lifetime Customer Conversation

Facilitating the Lifetime Customer Conversation

It’s time to bring sales and support back together. Back to the 1:1 relationships we had before mass marketing and the internet. That’s the premise I set in Part 1 of this two-part series. But what I’ve found is that getting people on board with this concept isn’t the problem. You’re probably already spending…

The Psychology of Upselling

The Psychology of Upselling

Everyone has a horror story where they had to call customer support to solve a problem only to receive an untimely sales pitch. How can you upsell successfully and create a more loyal, profitable customer base? Don’t just focus on making another sale. Focus on lifetime customer conversations that naturally deliver more value over…

Rethinking the Pursuit of Customer Conversation Automation

Rethinking the Pursuit of Customer Conversation Automation

Chatbots, machine learning, and artificial intelligence all make it easier to take a more hands-off approach to customer conversations. But is that really the best idea? If you’re trying to automate engagement because you think that’s what consumers want, it’s time to take a closer look at the state of customer conversations.

Why Sales and Support Were Never Meant to be Divided

Why Sales and Support Were Never Meant to be Divided

The separation of sales and support was the imperfect organizational answer to balancing internet availability and 1:1 service. No matter what industry you’re in, the gap between sales and support forces you to grow your business in ways that don’t align with consumer expectations. Now we have to bring customer conversations back together.

Transforming Health Insurance Customer Conversations

Transforming Health Insurance Customer Conversations

Open enrollment is a chance to sign millions of new subscribers. But the window of opportunity is small and the process can be stressful. But what if open enrollment didn’t have to be so chaotic (for you or your customers)? See how to transform customer conversations to take the pain out of health insurance…

Voxeet and Layer Partnership: Better Conversations Together

Voxeet and Layer Partnership: Better Conversations Together

Voxeet and Layer Improve Lifetime Customer Conversations At Layer, we believe in messaging as the universal experience. Mobile has completely changed the way we communicate, and messaging interfaces present a conversation experience that we can all understand. But no matter how much consumers love messaging, there’s a time and place for synchronous forms of…