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.

Beyond Messaging—Building the Lifetime Customer Conversation

Beyond Messaging—Building the Lifetime Customer Conversation

Omnichannel appears to be the perfect response to mobile-first consumers. However, omnichannel doesn’t overcome the roadblock to more conversational business—traditional organizational siloes. Rather than viewing mobile messaging or other omnichannel tools as an endgame, it’s time to look at the bigger picture and organize your business around the lifetime customer conversation.

Marketplace apps need native communications

The Web 1.0 model of Craigslist is giving way to focused mobile marketplaces that allow for a richer interaction between participants. Communication in marketplace apps creates trust: the more contextual and clear the communication in the app, the more trust is established. See why native communication is key to mobile marketplaces.

Voice and the Elderly—There’s More to the Conversation

Voice and the Elderly—There’s More to the Conversation

Voice is the most natural messaging interface for the elderly and has the power to change healthcare as we know it. But as hospitals and nursing homes embrace voice assistants for elder care, many are missing the big-picture advantages of conversational healthcare. See why it’s important to incorporate voice into a larger messaging strategy.

R-E-S-P-E-C-T, Find Out What It Means to Customer Experience

R-E-S-P-E-C-T, Find Out What It Means to Customer Experience

Despite advancements in CRM systems, most of today’s customer service technology is self-centered. We want to use technology to learn about our customers and our interactions with them, ultimately to pursue our own business goals. This technology often fails to respect customers’ time. Find out why respect and customer experience go hand in hand.