Customer Support

With features like email automation, Facebook, Instagram postings, social ads, landing pages and forms, website tracking, customer journey automation, ML-driven insights, and a powerful audience builder already in place, in January 2021, Factoreal released its biggest update to date for their marketing automation platform. Enabling marketers to centrally manage more social accounts with fewer touchpoints and more control, all from their Factoreal centralized marketing automation hub In January 2021, Factoreal released its…

Groundbreaking new product by award-winning TeamSupport repositions B2B customer success software to fully realize the revenue potential of customer success With increasing revenue as its primary focus, TeamSuccess boldly repositions the role of B2B customer success software in the industry, announces TeamSupport, the award-winning B2B customer support software solution, of its groundbreaking new customer success product, now available. TeamSupport CEO Pete Khanna introduces the product, saying, "Through proactive…

Optimizes Customer Effort Score on the entire support service process that goes through multiple channels transcosmos inc. hereby announces that the company will release "CESMO," its research and analytics service that constantly evaluates customer support experience from the customer's perspective, in full scale. Building on its contact center business platform, the largest in Japan, and digital marketing business platform, as well as its expertise in those two fields, transcosmos will help companies build a framework for…

AI Platform Enhances Agent Performance and Enables Next-Gen Service Experience  SupportLogic, the world’s first continuous service experience (SX) platform, announced the launch of Agent SX with its February product release. SupportLogic Agent SX delivers real-time coaching and feedback to enable agents with NLP-driven recommendations to prioritize cases, collaborate more efficiently and improve their performance across multiple dimensions of service delivery. Today, there’s a clear opportunity for organizations to utilize…

It’s been challenging for businesses to remain relevant over the past year, with much of the economy on hold and consumers sticking close to home. Companies have tried to engage customers with emails declaring, “We’re here for you!” but that message quickly grew old. Consumers want more than an inbox full of empty assurances. With 2020 finally over and 2021 offering a fresh start, it’s a good time for brands to reconnect with their customer base. Here are key trends that are likely to gain momentum in the year ahead. Also…

Automated and Two-way SMS/MMS Solution Available Online or Through Indirect and White-label Partners Pidj.co, a nationwide provider of business texting services, announced its official launch and the availability of its flagship messaging, marketing and customer engagement platform, which enables businesses to use their existing business phone numbers to connect with customers instantly via automated and two-way text messages on their mobile devices. Pidj.co is the latest venture for communications industry veterans…

Out of 11 major industries analyzed, airlines stand out for delivering the best customer care on Twitter  Sprinklr, the Customer Experience Management (CXM) platform for modern enterprises, partnered with Twitter to publish the report, From AM to DM: Twitter customer care in a 24/7 world. Based on an analysis of nearly half a billion Tweets from the past year, the report identifies the best practices shared across industries for customer support on Twitter.   Sprinklr’s analysis found a 15 percent increase in customer…

New research-based report examines current trends in customer support delivery, offers tangible guidance for B2B customer support and service professionals Customer Support Transformation: The Guide to Essential Practices and Metrics, the new research-based report by Service Excellence Research Group (ServiceXRG) in collaboration with TeamSupport, examines important trends in customer support delivery and offers tangible guidance for customer support and service professionals to meet growing expectations of both customers…

Today’s Daily MarTech Roundup covers the latest in Cloud, Marketing Analytics, Automation, Customer experience, AI, and ML announcements from Attendify (Customer Experience), DemandLab (Marketing Attribution), Deloitte Digital (Customer Support), Agillic (Customer experience), and RingCentral (Unified Communications). Attendify Releases MeetNow to Smoothen Event Experience Management Attendify, the leading platform provider of virtual and hybrid event applications and event data management tools, announced its new MeetNow…

Gorgias has grown over 200% in 2020 and plans to double its global workforce Gorgias, the e-commerce customer support platform, announced that it has raised a $25 million Series B round following the company's 200% year over year growth in 2020. The round, which is being led by Sapphire Ventures with participation from SaaStr, Alven, Amplify Partners, CRV, and Greycroft, brings Gorgias' fundraising total to more than $40 million, and its valuation to more than $300 million. The round will be used to accelerate product…

Today’s Daily MarTech Roundup covers the latest in Cloud, Marketing Analytics, Automation, Customer experience, AI, and ML announcements from Salesforce (CRM), Bizzabo (Customer experience), Captiv8 ( Influencer Marketing), TeamSupport (Customer Support), and RingCentral (Unified Communications). Salesforce Signs Definitive Agreement to Acquire Slack Salesforce, the global leader in CRM, and Slack Technologies, Inc., the most innovative enterprise communications platform, have entered into a definitive agreement under…

Business-to-business (B2B) customer support professionals are now able to optimize agents in valuable new ways with an innovative new reporting and analytics product, TeamInsights, released by TeamSupport, an award-winning B2B customer support software solution. Marketing Technology News: Seismic Acquires Grapevine6 to Enable Digital Sales Engagement Across Multiple Customer-Facing Social Media and Digital Platforms "TeamInsights is the next evolution of reporting and analytics," said TeamSupport CEO Pete Khanna. "Data…

The announcement makes BrainSell Aircall's first partner in North America, highlighting the importance of cloud-based telephony in growth enablement initiatives BrainSell, the growth enablement company specializing in end-to-end business technologies consulting and implementation services, is excited to announce a new partnership with Aircall, the cloud-based phone system of choice for modern brands focused on growing their business. The partnership allows BrainSell to help empower growth-focused business leaders to…

Partnership empowers Contact Center Personnel in the U.S. and Canada to Deliver Exceptional Customer Experiences Aircall, a cloud-based voice platform helping companies across the globe manage millions of customer support and sales calls every day, announced a strategic partnership with BrainSell, a growth enablement company specializing in end-to-end business technologies consulting and implementation services. Aircall will become the number one telephony solution for BrainSell, which did not previously offer cloud-based…

Vision Voice has introduced a powerful cloud-based communications platform, offering sophisticated but intuitive and affordable unified communications (UC) solutions. The aim is to give UK businesses and partners a one-stop-shop for all their IT and communications needs. As part of its strategy, Vision Voice will be working closely with UK partners — including IT specialists — to make it simpler for them to enter the Unified Communications-as-a-service (UCaaS) market. Vision Voice has chosen Centile as its development…

ManyChat, the leading Chat Marketing platform, announces its early access to the Messenger API support for Instagram to power Chat Marketing and customer support messaging for growing eCommerce and direct-to-consumer brands. ManyChat will leverage the API to automate and escalate Instagram Messaging conversations to live agents. Instagram chose ManyChat to be a key partner because of its deep experience in driving Messenger Marketing and support experiences for thousands of businesses worldwide. Almost 2 million…

Zendesk, Inc. announced the addition of Instagram messaging to its customer support offering. This means businesses can now provide customer service on Instagram from directly within Zendesk. As a leader in messaging for customer service, this aligns with the company’s continued investment in new social messaging channels and a new, modern workspace for businesses to connect, engage and transact with customers. Convenient Customer Service  The Messenger API for Instagram offers support for businesses to efficiently manage…

Global ticketing platform, TicketSearch welcomes Steve Garcia as Chief Operating Officer for North America. As a senior executive with the organization, Garcia will be responsible for steering TicketSearch's sales, marketing, and customer support within the United States, Canada, and the Caribbean. "While the pandemic has brought instability to the entertainment industry, our vision of taking the industry to a new level has remained steady. For nearly a decade, Steve Garcia and I have collaborated through the development…

Event organizers are looking for solutions to manage capacity restrictions, as live public events slowly return. Timed ticket access, enables event organizers to allow a specific number of attendees at allocated time slots. This prevents overcrowding, while helping organizers safely maximize ticket sales. "Access to a reliable system for managing event capacities has become a big priority for organizers. Ticketbud has been partnering with events across the US to provide these solutions, with great results. Many events are…

Fuze, the leading cloud-based communications provider for the modern global enterprise, announced that it has been awarded a new patent for unified communication (UC) systems, enabling streamlined contact center communications for enhanced customer experience. The U.S. Patent and Trademark Office (USPTO) issued Fuze U.S. Patent No. 10298752B1 on May 21, 2020. The invention intelligently routes inbound communication requests based on recorded user history. This user history is also forwarded to contact center agents in a…