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Customer Support

Freshworks Doubles Omnichannel Customer Support ARR In H1 2020

Company growth continues as businesses look for better ways to engage customers Freshworks Inc., the customer engagement software company, announced its H1 2020 highlights, showcasing continued momentum during the pandemic. Freshworks’ Freshdesk Omnichannel product, which combines the power of customer support software with chat and telephony solutions, showed particular strength by doubling its ARR during the first half of 2020 — propelling the company further past the $200M ARR milestone announced earlier this year.…

MerchantE Backs Exceptional Customer Experience with Boomtown Alliance

Digital Commerce Platform Provider Joins Forces with Innovative Customer Support Expert MerchantE, a leading end-to-end digital commerce platform, announces a strategic partnership with product support platform expert, Boomtown, that will greatly enhance its overall customer support experience. Leveraging Boomtown’s machine learning models, MerchantE will expand capabilities and efficiencies for its customer support team by providing more personalized support services that aid in selling, activating and supporting…

TeamSupport’s Powerful Ticket Automation Now Enabled for Microsoft Teams

TeamSupport announces new integration with Microsoft Teams, enabling ability to post messages through Ticket Automation feature TeamSupport, a multiple award-winning B2B (business-to-business) customer support software solution, announces a new integration with Microsoft Teams®. Microsoft Teams is a popular workplace communication tool, and now users have the ability to post messages on Teams channels with TeamSupport's powerful Ticket Automation feature. "TeamSupport allows B2B support teams to take a holistic…

Zenvia Acquires Startup Sirena and Expands to Latin America

With the acquisition, the Brazilian technology company expands its communication platform, which has solutions based on WhatsApp, voice, chat, chatbot and SMS Zenvia, a technology company that simplifies the relationship between companies and consumers, announces to the market the acquisition of Sirena, a startup that offers communication solution for sales teams via WhatsApp. With the deal, the Brazilian company starts operating throughout Latin America, with offices in the USA, Argentina, Brazil and Mexico. "The…

Customer Experience Company (v)WeCare Steps Up To Support Struggling Businesses

How Outsourced Customer Service Can Help Top Telecom, Financial and Ecommerce Companies to Save Money During These Challenging Times (v)WeCare, a customer experience company that specializes in customer engagement via phone, email, chat, and social media services to an extensive number of companies across industries has quickly adjusted its business model to continue to provide outstanding customer support to companies struggling during the COVID-19 crisis. The prevalence of downsizing, furloughs, and lay-offs means that…

Vonage Partners with Conversational AI Platform EBO.ai

Vonage, a global leader in cloud communications helping businesses accelerate their digital transformation, has announced its partnership with AI communications leader, EBO.ai to provide businesses with intuitive, intelligent customer service tools and support powered by the Vonage Communications Services Platform. EBO.ai, a virtual agent provider based in Malta and the UK, helps companies build valuable, long-lasting relationships with their customers using artificial intelligence technology that automates personalised…

Farmmi Expands Use of Online and Cloud-based Sales & Marketing Platforms to Drive Growth

Farmmi, Inc., an agriculture products supplier in China, announced it has been expanding the use of online and cloud-based sales and marketing platforms to drive growth in sales of its Shiitake mushrooms, Mu Er mushrooms, other edible fungi and agricultural products. The Company has attended various online fairs and sales events, such as the Cloud Canton Fair (the Canton Fair held online), the Cloud Live Sales Event held by the Economic and Commercial Bureau of Liandu District, Liandu District Fusion Media Center, and Liandu…

Return of the Postal Service: The Best Ways to Communicate with Consumers Right Now

People are hearing about COVID-19 from all directions – their friends and family, social media, the news media and more. They are confused about the ever-evolving healthcare guidance from spokespeople in the news and know they cannot believe everything they hear. This presents a unique opportunity for healthcare organizations and employers to step in and be their trusted source of information – for all types of health and wellbeing information, including COVID-related updates. Consumers are eager for new information about…

Aircall And TBI Announce Strategic Channel Partnership

Aircall, a leading provider of cloud-based phone and contact center solutions, joins TBI’s portfolio to offer scalable CCaaS solutions to thousands of partners nationwide 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 TBI, the nation’s leading technology brokerage firm. Under this new program, Aircall and TBI will help more businesses replace aging infrastructure by offering a software-first…

TechBytes with Shawna Wolverton, EVP at Zendesk

Customer engagement tactics and targeting activities have changed completely in the last 3 months. How much has contextual agent communication evolved in these months? We’re seeing what were once primarily offline businesses pivot to totally online, and shifting large support teams to remote working. Agents need virtual access to the people, information and tools that give them the ability to collaborate seamlessly and efficiently in order to make sure they keep giving customers the same level of service they need and…

CRM Must Continue to Evolve in the Wake of COVID-19, Says ERP Advisors Group

ERP Advisors Group hosted a conference call and live podcast to explore "The Evolving Role of CRM Systems in the Wake of COVID-19." Shawn Windle, the Founder and Managing Principal of ERP Advisors Group, noted that even though CRM software is arguably the largest of all software markets, CRM systems are not always used to their fullest potential. Marketing Technology News: EPAM Joins Newly Formed MACH Alliance as Founding Member "With distributed sales and customer support teams, having centralized CRM and ERP tools…

Daily MarTech Roundup: Latest Marketing and Sales Technology News, Product Announcements and Insights

Today’s Daily MarTech Round-up covers the latest in Cloud, Marketing Analytics, Automation, Customer experience, AI and ML announcements from Salesforce (CRM), Seismic (Sales engagement), Talkdesk (Customer Experience), PunchOut2Go (B2B commerce), and Appinium (Sales Enablement). Introducing Salesforce Anywhere: Technology Enabling the All-Digital, Work-From-Anywhere World TRAILHEADX — While companies, governments and organizations are slowly returning to their offices, the COVID-19 pandemic has changed the future of work…

UJET Raises Another $55 Million to Accelerate Contact Center Transformation

UJET Inc., a leading provider of cloud contact center solutions, has raised $55 million in a Series C round of funding, bringing the company’s total to just over $100 million to date. With the adoption of omnichannel customer support and cloud contact center solutions continuing to rise, this new round of funding aims to expand UJET’s sales and marketing teams both domestic and international, and scale its platform with new products and features. The funding was led by Sapphire Ventures, with participation from existing…

Cengage Wins Customer Relationship Management Institute’s “Top Customer Support” Award for Third Consecutive Year

Award Measures Customer Satisfaction on a Five-Point Scale; Cengage Received nearly 94% Customer Satisfaction Rating For the third consecutive year, Cengage has won the Customer Relationship Management Institute's NorthFace ScoreBoard Award for top customer support. The award is based on feedback from customers—students, instructors and administrators—as measured by CRMI LLC, a recognized expert in developing and implementing customer and employee experience management strategy programs. "We're honored to again receive…

Druva Recognized as Leading Solution for Customer Experience with 88 NPS Score

Proactive support and passionate customer base helps Druva secure industry-leading certified score in recognition of customer service excellence Druva, Inc., the leader in Cloud Data Protection and Management, today announced the company has been recognized for its outstanding customer experience as Druva received an industry-leading certified NPS score of 88. In addition, the company was awarded the NorthFace ScoreBoard Award by the Customer Relationship Management Institute (CRMI) for the second consecutive year,…

iOPEX Technologies Launches Work at Home Agents (WAHA) for Customer Management Services

A resilient business model that provides flexibility to meet changing demands iOPEX Technologies, a global business operations and technology services provider, has launched Work At Home Agents model for contact center operations. The offering provides omni-channel customer support to organizations with a strong requirement of flexible workforce for seasonal ramps and services geared towards sales. iOPEX provides global access to a talented, motivated, and well-trained team of remote agents with the same levels of…

Fluent Partners with Zendesk to Enhance Consumer Experience

Fluent, Inc., a leading performance marketing company, today announced it has partnered with Zendesk, Inc. a service-first customer relationship management (CRM) company, to enhance its customer support services. This move further signifies Fluent’s dedication to creating seamless digital experiences that empower consumers to engage with the products and services that enrich their lives. Collecting first-party, self-declared data across its proprietary media properties, Fluent helps advertisers deliver relevant offers to…

8×8, Inc. Appoints Samuel Wilson as Chief Financial Officer

Company Reiterates First Quarter Fiscal 2021 Guidance 8x8, Inc. , a leading integrated cloud communications platform, today announced the appointment of Samuel (Sam) Wilson to Executive Vice President and Chief Financial Officer, effective immediately. Wilson succeeds Steven Gatoff, who will remain with the company until the fall to support a seamless transition. Wilson joined 8x8 in September 2017, most recently serving as Chief Customer Officer and Managing Director of EMEA. As Chief Customer Officer, Wilson brought…

Salesforce Announces Work.com to Help Businesses and Communities Safely Reopen

Work.com includes new solutions, ranging from contact tracing and emergency response management to employee wellness assessment and shift management, for accelerating private and public sector response to the COVID-19 pandemic Work.com Command Center is a single hub for leaders to get a 360-degree view of return-to-work readiness across locations, employees and visitors, and make data-driven decisions Work.com leverages guidance from and solutions built by Salesforce’s trusted ecosystem of partners, including Accenture,…

Directly Adds $11 Million to Complete $31 Million New Round

Additionally announces expanded platform capabilities and new partner ecosystem  Directly, a leader in customer experience automation, today announced an additional $11 million in new funding, expanding the $20 million strategic investment announced in January, and bringing the total funding round to $31 million. New investors Triangle Peak Partners and Toba Capital join previously announced investors Samsung NEXT, Industry Ventures, Microsoft's M12 Ventures, True Ventures, Costanoa Ventures and Northgate in the round.…