Interact with customers through a messaging and conversational platform to enhance your customer relationship experience. | Layer

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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 time […]

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.

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 communication […]

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.

On Mobile, Contact Us Becomes Message Us

On Mobile, Contact Us Becomes Message Us

Mobile has changed consumer expectations in customer support. Long, frustrating phone calls were once acceptable, but now instant gratification is expected. And yet, the companies whose apps we use every day—retailers, banks and financial services firms, travel companies, etc.—are keeping their customer support processes in the desktop dark ages. It’s time to adapt.

Lessons Learned from Aviation Festival 2017

Lessons Learned from Aviation Festival 2017

It was great speaking with some of the 1,100 people in attendance at Aviation Festival 2017. Many of the speakers focused on how to reach customers where they are. Now that the conference is over, here are some of my biggest takeaways about how the airline industry can transform itself through customer conversations.