Conversocial Reveals Success Metrics on Messenger as a Customer Service Channel

Messenger Proves 83% More Cost Effective for Volaris Over Other Customer Service Channels Conversocial, the leading digital care platform for social messaging, announced findings from its first customer case study on Facebook Messenger customer chat, demonstrating just how valuable Messenger can be as a customer service channel. In November 2017, Conversocial became one of the first platform providers to participate in the closed beta launch of Messenger Platform's customer chat, a new capability that enables customers…

AI-Powered Customer Service Company Simplr Raises $8 Million in Series A

Simplr Will Use Its Series A Funding to Work On A New Combination of Human Power and Machine Learning to Disrupt Customer Service Outsourcing In an increasingly connected and social media dominated the world, customer service is quickly becoming the key differentiator among e-commerce brands. Consistent, reliable and rapid-fire customer service is a necessary element of any successful business. According to a 2018 Customer Service Benchmark Report, 62% of companies don’t respond to customer inquiries in a timely…

Helpshift Unveils SensAI: AI Tech Designed Specifically for Customer Service

New AI-Powered Capabilities Allow Enterprises to Optimize Support Operations and Deliver Superior Customer Service at Scale Helpshift, the company revolutionizing the customer service industry, announced the release of SensAI, the first artificial intelligence natively built for customer service. Using SensAI, brands can automate the support process to make service interactions more human—while reducing time to resolution, optimizing operations, lowering overhead in the contact center, and improving day-to-day life for…

EventMobi Wins Back-To-Back Silver Stevie Award in 2018 Stevie Awards for Sales & Customer Service

EventMobi Provides Technology That Empowers Event Marketers and Planners to Create Incredible Event Experiences For the second year in a row, EventMobi has received the Silver Stevie Award in the Customer Service & Call Centre Awards Team category at the 12th annual Stevie Awards for Sales & Customer Service. "EventMobi is delighted to be recognized as a leader in customer service. Creating a customer-first and customer-centric support experience is a top priority for our team and an area where we will…

Seismic Wins Gold For Sales & Customer Service At The 2018 Stevie Awards

The Stevie Awards are the World's Top Honors for Customer Service, Contact Center, Business Development and Sales Professionals Seismic, the leading global sales and marketing enablement solution, has announced that they have been presented with the Gold Stevie® Award in the Sales Enablement – New Version category at the 12th annual Stevie Awards for Sales & Customer Service. Read More: Fireside Chat with Shawn Schwegman At the time of this announcement, Doug Winter, Seismic co-founder and CEO, said,…

Adestra Wins Silver in 2018 Stevie Awards for Sales & Customer Service

Global Martech Leader Adestra Is Two-Time Winner of Stevie Awards Adestra, a leading provider of innovative email marketing technology, has been named a Silver Award winner in the 12th annual Stevie Awards for Sales & Customer Service. Adestra is now a two-time winner of the Stevie Awards' Customer Service Department of the Year in the subcategory of All Other Industries, 100 or More Employees. The awards were presented during a gala banquet on Friday, February 23 at Caesars Palace in Las Vegas, with more than 650…

Majority Companies Do Not Respond to Customer Service Emails

For the Third Year in a Row, Superoffice Has Published Their Annual Customer Service Benchmark Report. This Year, the Company Analyzed 1,000 Companies to See How They Manage Customer Service Requests SuperOffice, Europe’s leading Customer Relationship Management (CRM) software provider, finds that 62% of companies do not respond to customer service emails, according to a new study. Also Read: Your Best Customers are Calling: New Industry Survey Reveals Impactful Way for Marketers to Move the Needle and Drive Revenue…

ZoomInfo Named Finalist in 2018 Stevie Awards for Sales & Customer Service

Zoominfo’s Salesforce Plugin Accelerates Opportunity Generation Through Perfected Outreach Zoom Information, Inc., the world’s leading corporate contact database, was named a Finalist in the Sales Enablement category for Best Sales Enablement Solution-New Version, in the 12th annual Stevie Awards for Sales & Customer Service, and will ultimately be a Gold, Silver or Bronze Stevie Award winner in the program. More than 2,500 nominations from organizations of all sizes and in virtually every industry were evaluated in…

eGain Enables Conversational Customer Service through Facebook Messenger

eGain Has Integrated Support for Facebook Messenger into the eGain Advisor Call Center Agent Desktop eGain, the leading provider of cloud-based customer engagement solutions, announced its integration with Facebook Messenger. eGain has integrated support for Facebook Messenger into the eGain Advisor call center agent desktop. With so many brands and merchants using their Facebook company page to engage with customers, it's a natural progression for these customers to send customer service requests via Facebook…

Pega Accelerates Customer Service With Expanded AI and Virtual Assistant Enhancements

New Features in Pega Customer Engagement Solutions Improve Resolution Time Across Online Chat, Email, and Phone Leading customer engagement software provider, Pegasystems, has announced new artificial intelligence and virtual assistant capabilities within Pega solutions. The new capabilities would enable faster and more effective responses to customer service requests across channels. These features instantly analyze incoming chat messages, emails, and phone calls in real time so organizations can immediately understand…

Solvvy Raises $12 Million Series A to Fix Broken Customer Service Industry with Artificial Intelligence

Scale Venture Partners Leads Funding Round To Fuel Company Growth And Advance Breakthrough AI-Powered Platform Solvvy, the leading intelligent self-service platform for customer experience, announced it has raised $12 million in Series A funding led by Scale Venture Partners. The round, which included full participation from existing investors, including Pear Ventures, Signatures Capital and True Ventures, brings the company's total funding to $16.5 million. As part of the financing, Rory O'Driscoll, Founding Partner…

Pegasystems Launches Robotic Accelerators for Pega Customer Service, Making It Easy To Improve Agent Productivity

Unified Robotic Capabilities Help Agents To Automate Routine Tasks Pegasystems, the software company empowering customer engagement at the world’s leading enterprises, today announced the launch of Robotic Accelerators for Pega Customer Service, making it easy to deploy personal desktop robots to help customer service agents automate their most mundane and repetitive tasks. Now organizations can quickly provide service agents with task-specific bots to simplify their work, increase productivity, and ultimately improve…

Salesforce Introduces Service Cloud Einstein AI to Transform Customer Service Interaction

Meet Service Cloud Einstein, Salesforce’s latest offering. Conceived as the world’s first intelligent customer service platform, the introduction of Salesforce’s Service Cloud Einstein is an electrifying development for marketers who are perennially challenged to deliver proactive, personalized service to their customers. The intelligent customer service platform offers SMBs seamless opportunity across all marketing channels, enabling them to deliver services that are responsive, intuitive, personalized and smart. Most…

Salesforce’s Second Annual State of Service Report Released; Spotlight on the Future of Customer Service

Salesforce, the leading CRM firm, has released its Second Annual State of Service research report, uncovering insights from more than 2,500 customer service professionals. The latest Salesforce report highlights the impact of smart technologies on service protocols and marketing response towards meeting inflated customer requirements. According to Salesforce’s Second Annual State of Service Report, it requires a unified platform to deliver smart customer experience across the enterprise. Executives wielding the right…

Laserfiche Recognized as a 2020 Gartner Peer Insights Customers’ Choice for Content Services Platforms

Laserfiche — a leading global provider of intelligent content management and business process automation — has been named a 2020 Gartner Peer Insights Customers' Choice for Content Services Platforms. Gartner defines content services platforms (CSPs) as integrated platforms that provide content-focused services, repositories, APIs, solutions and business processing tools to support digital business and transformation. "We believe that being recognized as a 2020 Customers' Choice underscores our commitment to developing…

Weyland Tech’s AtozGo Food Delivery Service Surpasses 86,000 Customers and 16,600 Daily Deliveries

Weyland Tech, a leading global provider of mCommerce platform-as-a-service (PaaS), eCommerce managed services and fintech solutions, reported that its AtozGo local food delivery service in Jakarta, Indonesia, has reached a registered customer base of 86,000 mobile users generating 16,600 orders per day. This milestone has been achieved only seven months since the inaugural launch of AtozGo in July of last year, with the number of AtozGo users increasing 74% from the last updated figure of 49,500 announced in November.…

Anodot Expands Relationship With Amazon Web Services Enabling Customers to Monitor Business Metrics in Real Time

Online businesses across industries, including Natural Intelligence, can now leverage Anodot's Autonomous Analytics with AWS services including Amazon Redshift Anodot, an Autonomous Business Monitoring company, announced that it has expanded its relationship with Amazon Web Services (AWS) enabling users to leverage Anodot's business monitoring capabilities with Amazon Simple Storage Service (Amazon S3), Amazon Redshift, Amazon Kinesis, Amazon CloudWatch and Amazon Relational Database Service (Amazon RDS). Customers can…

100% of Customers Recommend Snowflake for Third Consecutive Year in Dresner Advisory Services ADI Report

Industry Analytics Research Report Ranks Snowflake as a Leading ADI Technology Provider Snowflake, the cloud data platform, announced for the third consecutive year, Snowflake received a perfect recommend score in the 2020 Wisdom of Crowds Analytical Data Infrastructure (ADI) Market Study after 100 percent of Snowflake customers said they would recommend Snowflake to other organizations. The ADI report is published annually by Dresner Advisory Services, LLC. In 2020 Snowflake maintained a high score across all metrics…

ConvergeOne and NICE Announce Launch of Customer Engagement Optimization Services (CEOS)

ConvergeOne, a leading global IT services provider of collaboration and technology solutions, announced that it has partnered with NICE to launch the first release of its Customer Engagement Optimization Services (CEOS) offering. CEOS phase 1 is comprised of two solutions from NICE, the world's leading provider of cloud and on-premises enterprise software solutions, namely  Interactive Voice Response Optimization (IVRO) and Nexidia Analytics. CEOS phase 1 provides solutions for optimizing the performance of contact…

Macorva Unveils People-Focused Customer Reviews to Help Companies Reward Service and Drive Retention

People-Focused Tool Delivers Simple Surveys via SMS to Make CX Rating Easy & Measurable Macorva, the people-focused feedback company, launched its new Macorva CX customer feedback platform, the first solution that allows companies to gather actionable customer experience ratings that tie their feedback directly to individual employee service. With Macorva CX, companies can gather customer reviews based on specific interactions to motivate and reward outstanding employee service or identify churn risks and rekindle…