Customer Support

If you’re responsible for customer acquisition across all channels —  e-commerce, chat, SMS, telesales, in-store —  your daily feed is almost certainly spoon-feeding you business advice about tools, technologies and resolutions for 2021 to maximize customer engagement. However, there is a universal problem that faces all acquisition marketers, which is balancing the yin-yang relationship between maximizing revenue/sales and customer experiences. The two often clash on a fundamental level, indirectly and directly muddling…

On the heels of record growth in 2020, mParticle, the largest independent Customer Data Platform, today announced that Eric Kelleher, the Chief Customer Officer of Okta has joined its board of directors. Kelleher's experience scaling some of the industry's most successful and highest growth enterprise SaaS companies will provide expert guidance to mParticle as it builds upon a record growth year. Eric has spent the past 18 years in leadership roles building successful, hypergrowth SaaS companies. In his current role…

Marketing technology company RenderSEO closes out Q1 2021 by announcing official partnership with Trustpilot, delivering enhanced benefits for brands and agencies. RenderSEO, a marketing technology company focused on local search announces its official partnership with Trustpilot today, one of the most trusted consumer review platforms. Marketing Technology News: Why Brands Need to Embrace the Privacy-First Cookieless Future RenderSEO stands out among local search platforms due to its exceptional capacity for…

- Haptik launches zero code, deep integration with Zendesk across their Support, Chat, and Sunshine products - Simple two-step integration, resulting in faster time to value - no technical skills required - Save your human resources for high-value customer interactions, driving up CSAT & NPS Jio Haptik Technologies Limited, one of the world's largest conversational AI companies and a subsidiary of Reliance Jio Platforms, today announced a strategic collaboration with Zendesk, Inc., to help businesses transform…

Aible, the pioneer in Impact-optimized Enterprise AI, has been recognized as a Visionary in the February 2021 Gartner Magic Quadrant for Cloud AI Developer Services. This marks the second year in a row that Gartner has recognized Aible as a Visionary in this Magic Quadrant. This year, Aible was placed furthest for their Completeness of Vision in the Visionary Quadrant. Marketing Technology News: How to Start Creating the Change Advertising Needs “In 2021, every enterprise will be forced to show financial upside from…

SearchUnify, a leading unified cognitive search platform, has announced the launch of a suite of apps that power next-gen customer support and self-service experiences. Marketing Technology News: CLG And Logitech G Announce Marketing Partnership SearchUnify launches a suite of apps that power next-gen customer support & self-service experiences. All the apps—Intelligent Chatbot, Agent Helper, Community Helper, KCS Enabler & Escalation Predictor—are powered by its unified cognitive search platform “It’s a…

Selly Automotive CRM, an industry leader in customer relationship management (CRM) and communication software for automotive dealerships, is excited to announce its real-time integration with Frazer Computing Inc (referred to as "Frazer"). Frazer provides dealer management software to over 22,000 independent used car dealers. Marketing Technology News: Atos Grows Its Salesforce Capabilities and Completes the Acquisition of Profit4sf The integration allows Selly dealers to send customer, sales and inventory data…

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…