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customer service

The Lesser-Known Benefits of Tech Support for Retailers

For years, electronics retailers have been providing tech support to better serve their customers and stand out from the ever-growing competition. Providing tech support has a number of customer benefits including increasing customer confidence in making a purchase and higher levels of customer satisfaction with the product post-purchase. Retailers, in turn, reap benefits associated with happier customers—increased customer loyalty, operational cost savings from fewer product returns due to a presumed defective product,…

MarTech Interview with Gadi Shamia, CEO at Replicant

"In the near future, we will see a more automatic and streamlined supply chain, where automation takes care of the majority of the process across all steps of the employee and customer journey." Hi Gadi, tell us about your journey and how you arrived at Replicant.ai. I got involved in the Contact Center space almost six years ago when I met the Founder and CEO of Talkdesk. Back then, most call centers were using on-premise software, but Talkdesk offered the only call center software that could run in a browser. I…

The Vonage Contact Center helps RAM Tracking Avoid Disruption in Customer Experience as it Transitions Employees from Office to Home During…

Vonage, a global business cloud communications leader, today announced that RAM Tracking has maintained its commitment to outstanding customer service with the Vonage Contact Center by transitioning employees from working in the office to their homes in response to the COVID-19 pandemic. The Vonage Contact Center helps RAM Tracking Avoid Disruption in Customer Experience as it Transitions Employees from Office to Home During COVID-19 RAM Tracking, a provider of GPS vehicle tracking systems, chose the Vonage Contact…

Pega Launches Small Business Lending Reference App To Help Banks Speed Processing of COVID-19 Emergency Loans

Crisis solution available today for Pega clients and configures in just days Pegasystems Inc., the software company empowering digital transformation at the world's leading enterprises, today announced the launch of a Crisis Small Business Lending reference application which helps financial institutions manage the thousands of emergency loan applications pouring in from small businesses seeking COVID-19 financial relief. Available to Pega Platform clients and configurable in just days, it comes with prebuilt templates…

LogMeIn Launches FAQ Web Widget to Help Businesses Manage COVID-19 Related Communications and Information Sharing

Easy to deploy website widget provides rapid and consistent answers to Coronavirus-related questions for customers and employees  LogMeIn, Inc.  has launched the Bold360 Rapid Response FAQ Web Widget to help businesses manage the increase in volume and complexity of questions related to COVID-19 from both customers and employees. The COVID-19 (Coronavirus) pandemic is an unprecedented situation creating numerous challenges providing information and updates to customers, employees, and partners. Policies and procedures are…

[24]7.ai Named a Leader in Digital-First Customer Service 2020 Evaluation by Independent Research Firm

7 Engagement Platform received a differentiated rating in agent experience, customer experience, routing and queuing, chatbots, and roadmap criteria 7.ai, a global leader in intent-driven customer engagement solutions, announced that it has been recognized as a leader in The Forrester New Wave: Digital-First Customer Service Solutions, Q2 2020. 7.ai received a differentiated rating in five of ten criteria, including agent experience, customer experience, routing and queuing, chatbots, and roadmap. Marketing Technology…

5 Outstanding Features of Hootsuite SMM Dashboard

Hootsuite is a very popular "Social Media Management System" or SMM tool that enables Marketing TEAMS to effectively follow and manage social media users across numerous social media platforms. It also enables you to monitor what social media users are stating about your brand and assist you with responding right away. With such huge numbers of networks for organizations to deal with, it's no doubt Hootsuite Social Media Management dashboard has become so famous and reliable for organizations. You can monitor what…

What Makes a Great Chatbot Personality?

In one of our MarTech Interviews, a CEO of AI start-up company told me how she wishes to name her various Chatbot applications on the F.R.I.E.N.D.S. cast. Google Assistant, Alexa, Cortana, Siri, Watson, Pepper, and Einstein are popular chatbots we know about. It's not as hard as it may sound to choose a name for Chatbot, or, is it? If your chatbot works and has a 'name that sticks', giving it a personality test would be great. While reviewing chatbots, I follow the NBV test. N- Name B- Behavior V- Voice…

Daily MarTech Roundup: Latest News, Insights, Funding and Updates

Today’s Daily MarTech Round-up covers the latest in Cloud, Marketing Analytics, Automation, Customer experience AI and ML announcements from eBay, Triton Digital, CommerceIQ, Harmonic, Resonate, Wecast.ai, and LivePerson. eBay Inc. Names Jamie Iannone Chief Executive Officer eBay Inc. announced that the Company’s Board of Directors has appointed Jamie Iannone as Chief Executive Officer, effective April 27, 2020.  He has also been elected to the Company’s Board of Directors. Most recently Mr. Iannone was Chief Operating…

Machine Learning is Your Secret Weapon for Customer Acquisition

If you’re looking for a strategy to get ahead when it comes to customer acquisition, Machine Learning can be your secret weapon. While Machine Learning does fall under the larger category of Artificial Intelligence (AI), it’s a bit more specific and can be an extremely effective technology to pair with your customer and prospect database. True AI can think for itself like Lieutenant Commander Data from Star Trek. Machine Learning, however, can automate tasks and apply predictive analytics that drives meaningful growth.…

6 Hot Retail Trends for 2020

Nowadays, consumers expect to access and buy products and services at anytime and anywhere. They switch easily from smartphone to tablet to desktop multiple times in a day, engaging with brands through emails, social media, online chat and customer service. Staying up on consumer behaviors and current trends is a must for today’s marketer. Here are six trends you should know about to help you develop and evolve a winning strategy: Subscription Model A 2016 Hitwise Retail 500 study reported that visits to subscription…

Five9 Launches FastTrack Program Amid COVID-19 Outbreak

Five9 Intelligent Contact Center Offers Reliable, Scalable and Affordable Work From Home Solutions Five9, Inc., the leading provider of the intelligent cloud contact center, announced the launch of the Five9 FastTrack Program to help enterprises quickly transition to a safe and reliable work from home contact center solution as COVID-19 continues to push businesses to a remote work model. .@Five9 Intelligent Contact Center Offers Reliable, Scalable and Affordable Work From Home Solutions Amid #COVID19 Outbreak…

CRM for SYSPRO Named SIIA CODiE Award Finalist for Best CRM Solution

SYSPRO’s Manufacturing and Distribution CRM Software Earns Prestigious Industry Recognition SYSPRO, a global provider of industry-built enterprise resource planning (ERP) software, announced today that its CRM for SYSPRO product has been named a 2020 SIIA CODiE Awards finalist in the “Best CRM Solution” category. Finalists represent the best products, technologies, and services in software, information, as well as business technology. SYSPRO's #ManufacturingCRM software has been named a 2020 SIIA #CODiEawards finalist…

Genesys Helps Organizations Manage Increased Customer Service Demands and Establish Remote Workforces During COVID-19 Pandemic

Rapid Response offer gives organizations free cloud contact center solution deployed in 48 hours, plus no premiums for volume spikes and comprehensive training and support As the world adapts to the COVID-19 pandemic, organisations of all sizes are struggling to manage increased demand while working to keep employees safe. To help navigate these challenges, Genesys, the global leader in cloud customer experience and contact center solutions, has launched a new Rapid Response offer to give any organisation free access to…

Finn AI and Zendesk Integration Enables AI-Powered Digital Self-Service for Banking Customers

Finn AI, the world’s leading AI-powered conversational banking technology provider announced its listing on the Zendesk, Inc.  Marketplace and its new pre-configured integration with Zendesk Chat. “Many banks are turning to artificial intelligence to deliver these experiences at scale. With the integration between Finn AI and Zendesk, banks can leverage AI to drive productivity, free up resources, and improve customer satisfaction with seamless handover between bots and live agents.” The Zendesk Marketplace is a…

Living the Communication Strategy

The Insight 2020 survey by EC-PR researched UK B2B marketers’ priorities and challenges for 2020, and explored their strategic approach to communications, as well as the extent to which communication strategies are implemented to drive business outcomes. 102 marketers participated in the survey which was conducted in Autumn 2019.  You Have a Strategy – so What? Most Senior leadership teams champion the development of a communication strategy because they recognize it’s instrumental in delivering their company’s vision,…

Phil Sorgen Joins Glia Board

Microsoft Executive Brings Deep Digital Transformation Expertise to the Leader in Digital Customer Service Glia, a leading Digital Customer Service platform, announced Microsoft Corporate Vice President Phil Sorgen has joined its Board of Directors effective January 7th, 2020. Sorgen is an expert in driving digital transformation for commercial enterprises. "With rapidly accelerating growth and category creation, Glia has an exciting mission ahead of it," said Sorgen. "I look forward to lending my knowledge of digital…

Herman Miller Update On Managing The Business Through The Coronavirus Pandemic

Herman Miller, Inc. is providing an update on how the COVID-19 pandemic has affected its business and operations, and how the company has been developing proactive strategies to manage through this challenging time. "Herman Miller is taking significant steps to keep our employees safe and healthy while ensuring a return to form as a thriving company once this global health crisis has passed. Our strong capital position is an important foundation for our efforts to navigate the path ahead. We are grateful to all our…

Service from Home: Activate Group Ltd Keeping UK’s Key Workers on the Road with Rapid Transition to Remote Customer Service Team Using…

8x8, Inc. , a leading integrated cloud communications provider, announced it has enabled Activate Group Limited (AGL) to keep the UK’s key workers on the road by transitioning its contact centre staff to work remotely in just 24 hours with the 8x8 cloud communications solution. Service from Home: Activate Group Ltd Keeping UK’s Key Workers on the Road with Rapid Transition to Remote Customer Service Team Using @8x8UK @8x8 AGL’s fleet management services, which specialise in technology-led accident management services,…

AI Voice Responders Support Call Centers During COVID-19

Call centers are the backbone of any business. In these torrid times, every call center is under intense pressure due to the COVID-19 pandemic. AI Voice Responders have come to the rescue. One such AI Voice Responder supporting call centers during stressed situations belongs to Replicant.ai, the leading-edge provider of Artificial Intelligence-enabled Voice technologies. AI and Automation can help Call Centers Meet Customer Demands The AI Voice Responder provides a quick and cost-effective way for businesses to better…