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customer service

MarTech Interview with Larry Kim, Founder and CEO at MobileMonkey

"AI, ML and Automation are helping businesses gain more efficiencies to become more competitive and scale faster with technology." Tell us about your journey into Technology. I studied Electrical Engineering from the University of Waterloo in Canada. In my Senior year, Mike Lazaridis, CEO of Research in Motion, the maker of the BlackBerry, which was a multi-hundred billion dollar mobile device company at the time, did a talk with my class about technology and entrepreneurship. I was blown away and vowed to one day create…

Kustomer Introduces KustomerIQ, Bringing AI and Machine Learning to Enterprise Customer Service

Kustomer, the SaaS platform that is reimagining enterprise customer service, introduced KustomerIQ, embedding Artificial Intelligence and Machine Learning across the Kustomer platform to enhance the customer service experience of companies competing in today’s on-demand world. KustomerIQ uniquely integrates Machine Learning models and other advanced AI capabilities with the Kustomer platform’s powerful data, workflow, and rules engines to enable companies to provide smarter, automated customer experiences that are more…

TechSee Survey: Customer Service Major Contributor to Churn

39 percent of consumers left for a competitor because of customer service interactions  TechSee, a global leader in visual customer assistance powered by AI and Augmented Reality, released the results of a wide-ranging survey examining the top reasons for customer churn. The data revealed that 39 percent of those who canceled a contract with a company over the past 24 months did so because of the level of customer service they received. And the problem appears to be endemic, with 61% of these customers canceling after an…

CGS Survey Reveals a Blend of Automation and Human Interaction Will Drive Meaningful Connections Between Customers and Brands

Over 70% of US Consumers Are Less Likely to Use a Brand If Customer Representatives Are Unavailable CGS, a global provider of business applications, enterprise learning and outsourcing services, announced findings from its 2019 CGS Customer Service Chatbots & Channels Survey. The results showed that consumers willingness to use AI as a go-to resource is waning as they struggle to have productive interactions. CGS surveyed more than 1,000 U.S. consumers to better understand their preferences around customer service…

The Delivery Economy, the New Status Quo for Brands

Once upon a time, a great consumer experience began with your local mail carrier dropping off the latest edition of the Sears Catalog. Though revolutionary for people who were experiencing the role of discretionary consumers for the first time, this analog system that defined how people ordered and received goods was (and for many years remained) rudimentary. Fast forward to today, in the gilded age of instant gratification, where tech giants like Amazon routinely market, process and deliver goods to consumers’ doorsteps…

How Can Location Analytics Help Retailers to Boost Sales?

Quantzig, a global data analytics and advisory firm that delivers actionable analytics solutions to resolve complex business problems, has announced the completion of their latest location analytics engagement for an organic food retailer. This success story analyzes the factors that enabled the client to assess the business potential for existing and potential stores to set an internal business target. #Locationanalytics in the retail sector is indeed the silver bullet for retailers looking at gaining a leading edge in the…

Customer Experience is Field Service’s Biggest Challenge. Here’s What You Can Do About It

Salesforce's recent acquisition of Clicksoftware illuminates an important point: Customer relationships and field service have more in common than some may think. As competition becomes increasingly fierce, building relationships and delivering the best experience for your customers becomes a way to stand out in a crowded field. Technology has enabled a level of process and transaction transparency and convenience that the customer now expects. According to a Getapp survey, more than half of field service businesses…

Advertising on TV? Why It’s Time to Go ‘Over the Top’

Television remains a major Advertising channel for businesses in many industries. Statista estimates that TV advertising will continue to generate more than $70 billion in revenue like it has for the past several years. However, cracks in the TV advertising space are becoming more and more apparent. A 30-second national TV spot costs $115,000, according to AdAge. For many small and medium-sized businesses, even regional or local TV ads are not a sustainable advertising option in competitive markets. What’s more, many…

Zift Commended by Frost & Sullivan for Developing ZiftONE, a Marketing Automation Tool for Channel Partner Management and Marketing…

Zift Has a Healthy Partner Ecosystem for Easy Integrations and Connections, Making Zift a Hub for All Things Related to Partner Management  Based on its recent analysis of the global marketing automation solutions market, Frost & Sullivan recognizes Zift Solutions, Inc. with the 2019 Global Innovation Excellence Frost Radar Award for building ZiftONE, the only all-in-one platform for channel marketing, sales, and operations. Instead of simply adding partner relationship management, onboarding, sales enablement…

Kustomer Launches WhatsApp Business Integration and EU Region to Power International Growth

Kustomer Now Gives Brands More Opportunities to Engage on Mobile Around the World and Those Operating in the EU the Ability to Store their Data in Europe Kustomer, the SaaS platform that is reimagining enterprise customer service, announced it has added WhatsApp Business to the  Kustomer platform and launched its first EU region data center to meet the global needs of its rapidly growing client base. With these additions, Kustomer continues to expand its support for international and multinational businesses who can now…

PanTerra Adds Another Cloud CRM to Out-of-the-Box Streams Integration

PanTerra Networks, a leading provider of unified cloud services for mid-market enterprises, announced expanded out-of-the-box integration with customer service and engagement platform, Zendesk.  Zendesk integration includes seamless click-to-dial from within Zendesk, instant in-coming call matching to existing client records, and support ticket creation on both in-coming and out-going calls from within the Zendesk interface. The application is currently available in the Zendesk Marketplace.  With our recent releases of other…

Using AI for Mobile App Development

The rapid adoption of AI technologies shows that they cater to the needs of businesses. What AI Means for Business Today, Artificial Intelligence and Machine Learning are seen as part of the everyday life of large organizations in various fields. The rapid pace of AI development – achievements in unmanned aerial vehicles, the ability to beat humans at chess and poker, automated customer service and analytical systems – shows that AI is a revolutionary technology designed to change the way people use devices and conduct…

Top CRM Firms to Look out For

Businesses, big and small have been investing more in Customer Experience and Relationship Management (CRM) software making it a $48 billion industry. Here are some of the promising players. The list also includes new players who are trying to dethrone the market leaders. 1. Validity Validity has already taken the CRM industry by storm with four landmark acquisitions. The company is just a year old but it has partnered with Silversmith Capital Partners, a growth equity firm and first acquired Data Quality firm AppBuddy.…

Leading Independent Research Firm Cites Druva as a Strong Performer for Data Resiliency Solutions

Druva Receives the Highest Score Possible in the Product Strategy, Customer Service and Security Criteria Druva, Inc., the leader in Cloud Data Protection and Management, announced it has been recognized as a Strong Performer in the Forrester Research, Inc. September 2019 report, The Forrester Wave™: Data Resiliency Solutions, Q3 2019. A 100 percent SaaS provider, this inclusion is a testament to Druva’s industry-leading solution and a growing demand for a new approach aligned with enterprise digital transformation goals.…

GlobalMeet Accelerates Momentum in UCaaS Market

Global Expansion and Customer Adoption Fast-Track GlobalMeet in 2019 Since entering the unified communications as a service (UCaaS) market in March 2019, PGi, a business communications provider, has accelerated momentum of its GlobalMeet® platform by acquiring new customers and demonstrating that companies are embracing cloud voice and collaboration solutions. GlobalMeet has helped nearly 100 million people connect this year-to-date and is experiencing rapid adoption within the UCaaS market adding customers in the…

7 Ways to Convert Your Visitors into Customers Using an Intelligent Chatbot

Do you receive a lot of traffic on your website? That’s great. But how many of these visitors end up buying something on your site? High traffic but a low conversion rate is a problem faced by many organizations. However, it is an easy problem to fix if you invest in the right technology to give your customers what they want – a great experience. But what constitutes a great experience remains a mystery for most businesses who are grappling in the dark to satisfy their customers’ needs without even knowing what they want.…

Elevating Your CX Strategy by Improving the Agent Experience

In the age of Digital Transformation, many customer service leaders are focusing all their attention on technology. While intelligent automation can give a boost to their CX strategy, it’s important not to forget the humans behind the tech. Great customer service starts with a great agent experience – and if agents are stressed, frustrated and lacking the right tools and support, it will inevitably lead to unresolved interactions and unhappy customers. As modern customers’ expectations continue to increase, agents are…

Introducing the Customer Feedback App with CRM Integration- piHappiness

Customer Feedback Apps have taken over the business sector by storm for the easy usability, cost-effectiveness and the large number of features they offer. piHappiness has recently integrated the feature of Customer Relationship Management (CRM) on its app which is on the hype and for very good reasons. A Customer Feedback App with CRM integration allows businesses to maintain customer relationships by data and the information associated with them. Successful CRM implementation can only be made possible if you establish…

Building Your Tech Stack: 3 Reasons Marketers Should Select the ESP Committed to Email

The exploration process of building a Marketing Technology stack, whether you’re starting from scratch or replacing outdated services, can be overwhelming. For every software need, there are a plethora of options to choose from. And with so many options, it can be challenging to narrow down which technologies will benefit your strategy, while also considering your budget and other factors. When it comes to deciding on software to meet your business’s Email Marketing needs, there are two main categories to choose from:…

Daily MarTech Roundup: The 5 Coolest Things in Marketing and Sales Today

Today's Daily MarTech Round-up covers the latest in Cloud, Marketing Analytics, Automation, Customer experience AI and ML announcements from LinkedIn, Chorus.ai, Automation Anywhere, 3CLogic, and Amazon. LinkedIn Announces New Centralized Hub for Actionable Marketing Insights LinkedIn announced the launch of their LinkedIn Insights and Research page to provide better Marketing Insights to Marketing and Sales teams. This is a new feature within LinkedIn’s existing platform – Success Hub for Marketers. Chorus.ai…