Twitter Customer Service Direct Messaging Gets a Makeover

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Twitter has become a staple part of many companies' customer service strategies because it provided an easy route for getting in touch with businesses directly. With the introduction of chatbots and automated responses, however, companies run the risk of losing that level of authenticity. But now, Twitter is updating its direct messaging with Custom Profiles, enabling brands to differentiate automated responses from human responses during interactions with customers.

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Freshdesk Launches Marketplace for Customer Support Apps

The Marketplace aims to help businesses customize their help desks with apps they can find under one roof. (Featured on

Feb 23, 2017
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Pegasystems Launches Pega Self-Service Advisor

The feature uses artificial intelligence to analyze browsing history, determine a customer's immediate needs, and serve them in the moment. (Featured on

Feb 21, 2017
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Fake News, Meet Fake Customer Support: Facebook’s “Customer Service Line” Is a Scam

Most consumers have come to expect being able to reach a company's customer service team by phone, so what happens when a company offers no dedicated service line? In Facebook's case, this spells trouble. According to firsthand research conducted by NPR reporter Aarti Shahani, conducting a Google search for "Facebook Customer Service" does indeed produce a number to call, except that number is fake and leads callers right into the hands of scammers.

Maria Minsker | Feb 17, 2017
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Avaya Tightens Ties With’s Service Cloud

Deeper integrations between the vendors' contact center solutions aim to help agents improve customer experience.

Oren Smilansky | Feb 16, 2017
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Salesforce Adds Einstein to Service Cloud today launched Service Cloud Einstein, an intelligent customer service platform connected to CRM data across sales, commerce, marketing, and more.

Ramin Ganeshram | Feb 13, 2017
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For Chipotle Employees, Pay Will Now Be Tied to Customer Service

Chipotle CEO Steve Ells is making good on his promise to improve the company's customer service by implementing a new compensation system for its employees: Moving forward, employees will be paid based on how effectively they deliver customer service.

Maria Minsker | Feb 10, 2017
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Masergy Unveils Its Cloud Contact Center

The newest addition to Masergy's unified communications-as-a-service offering supports intelligent call routing and compatibility with

Oren Smilansky | Feb 07, 2017