Customers Are People, Not Just Accounts—Let’s Start Treating Them That Way

Customers Are People, Not Just Accounts I was walking by the Ferry Building in San Francisco recently and a poster in the window of a big bank caught my eye. It said: “Customers want to be treated as people, not accounts.” It’s a simple statement, but it’s so true no matter what industry you’re in—especially […]

Visual Expression: Saying it better with Tenor GIFs

This is a guest post by Frank Nawabi, co-founder and head of business development at Tenor Getting your point across in a mobile message can be frustrating. You have a thought or feeling stuck in your head. It’s a hassle to type everything out in that small text box. An emoji just doesn’t cut it. […]

Why Interactive Voice Response Isn’t a Necessary Evil

About Interactive Voice Response Interactive voice response (IVR) systems have been helping airlines, banks, and other types of organizations lighten the load on contact centers dealing with hundreds of thousands of daily support calls. But even if you work at a company that relies on IVR, we can be honest—these systems are brutal from the […]

How BOOK A TIGER Uses Messaging to Build Trust Between Customers and Cleaners

How BOOK A TIGER Uses Layer Messaging BOOK A TIGER is a Berlin-based company that provides on-demand cleaning services for both residential and business customers. Founded in 2014, BOOK A TIGER has grown quickly and raised $21.5 million in venture capital in February 2017. On the consumer side, BOOK A TIGER’s ability to build trust […]

How Overnight Uses Layer to Engage with Guests and Build Trust Quickly

Messaging Best Practices

Overnight Success Story Overnight is a spontaneous travel-booking app—a platform that acts as a last-minute Airbnb. While many might think people are too focused on digital experiences, Overnight believes human interaction is alive and well as travel becomes more of a lifestyle rather than a luxury. The goal of Overnight is to facilitate a spontaneous […]

5 Key Takeaways from FinovateSpring 2017

Zoom on FinovateSpring 2017 FinovateSpring 2017 wasn’t like most conferences. With just two days to deliver value to the 1,200+ attendees from nearly 100 finance, insurance, consulting, and technology businesses, you might expect a jam-packed schedule of panel discussions and keynote presentations. But Finovate takes a different approach. Instead, FinovateSpring gave 59 companies a chance […]