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Customer care

The Top Four Messaging Channels in Customer Care and How to Select the Right One

As part of customers’ communications shifting to digital, messaging is one of the fastest growing channels: 67% of people now expect to use messaging apps to talk to businesses. To accompany this trend, GAFAs are opening new business messaging channels such as WhatsApp Business Solution and Apple Business Chat. While they may look similar at first glance, each of them have their specifics in terms of user base, features, entry points… We have gathered the top 4 messaging channels to help you understand their specifics…

LG Introduces AI-Powered Customer Care Service

Proactive Customer Care Delivers the Best of Human Understanding with AI Efficiency IFA 2019 will be the European launching pad for LG Electronics' (LG) innovative AI-infused customer service solution, Proactive Customer Care. The service leverages the company's advanced ThinQ AI to provide personalized support, alerting users to issues with their LG appliance and offering helpful tips and solutions to maximize performance and long product life. The service will initially support LG's newest front-load washing machines and…

The European Digital Advertising Market Continues on Its Growth Trajectory

This July, IAB Europe published the latest edition of its AdEx Benchmark report, which provides facts and figures about the health of the region’s Digital Advertising market in 2018. Since 2008, the study has mapped a trend of sustained double-digit growth. However, as 2018 got underway it was far from certain this trend would continue. Indeed, for the first half of the year, the market showed all the signs of a slowdown. At that point, based on local market signals, we were forecasting that total growth for the year…

10 Tips for Using Messaging Apps in Customer Care

Messaging apps can be hugely advantageous for digital Customer Engagement strategies, offering a multitude of benefits such as increased privacy, an alternative to live chat, new message notifications, “message read” statuses, image messaging and providing geolocation data. In a recent survey,  67% of people said they expect to use messaging apps to talk to businesses. With new emergent channels like Apple Business Chat and WhatsApp Business Solution, the trend for the utilization of messaging within customer service is…

Prediction Series 2019: Six Trends Shaking up Customer Care in 2019

As 2018 comes to a close, it’s time to reflect upon this year’s Customer Care industry highlights, and to think about what’s expected to happen next year. To help you plan for 2019, we report on six major trends that are set to shake up the industry. New Messaging Channels The growth of business messaging platforms was part of our predictions last year. In 2019, we expect the use of messaging in Customer Care to increase even further. The growing number of customers using messenger platforms (1.5 billion on WhatsApp and…

Mixpanel and Zendesk Partner to Expand the Future of Data-Driven Customer Experiences

Leading Companies Including Hinge, Lemonade, and Depop See User Analytics as a New Driver of Product Innovation and Exceptional Customer Service Experiences Mixpanel, the world's leading user analytics platform, announced key partner integration with Zendesk, the cloud-based help desk solution used by more than 200,000 organizations worldwide. Now, customer care and support teams can see customers' behavior before they submitted a ticket and, as a result, they can resolve those tickets more efficiently. Businesses That…

V3D Technology to Optimize Customer Experience on Orange’s ‘Mon Réseau’ App

EQual One Allows Precise, Reliable Performance Measurements Directly From the Devices, Reflecting Real-Time Customers' Perceptions of the Network and Its Services Orange, the leading French group operator with more than 269 million subscribers in the world, has implemented EQual One solution from V3D. This solution provides their customers an unmatched Quality of Customer Experience for network coverage, on a daily basis and wherever they might be - even indoor or in a private location. EQual One allows precise,…