Mobile Customer Service

Uber is testing a new customer support feature, but it's not for everyone. As first reported by TechCrunch, Uber is rolling out priority, 24/7 support capability for what seems to be a group of its top customers. The support programs include a hotline as well as an in-app feature, and specially trained experts will staff both channels at all hours of the day.
Posted November 17, 2017

Conversocial and some of its customers have been given early access to the closed beta of Facebook Messenger customer chat.
Posted November 07, 2017

A new Google Chrome extension, Deskun, is bringing customer service and support task management right into Gmail. The new tool promises to streamline communications by enabling customer support teams to tackle customer emails as well as incoming messages from multiple social channels directly within Gmail.
Posted November 06, 2017

Luma can help companies create and resolve customers service/support and IT service management tickets. (Featured on DestinationCRM.com.)
Posted November 01, 2017

Zendesk's new products are designed to bring agility, quick integration, and easy deployment to customer relationships.
Posted October 24, 2017

The integration allows service teams to support customers via text messaging using their existing business numbers.
Posted October 24, 2017

USAN's Visual IVR for Amazon Connect extends omnichannel IVR to Amazon Connect service.
Posted October 24, 2017

Companies that will succeed on Facebook Messenger will figure out how to make it a useful, personalized experience.
Posted October 13, 2017

Viseo BotMaker is an open-source platform for building chatbots and voice assistants.
Posted October 11, 2017

Bomgar Remote Support now integrates with Lionbridge's GeoFluent to support real-time communication across more than 100 languages.
Posted October 02, 2017

Nuance Customer Service Messaging brings together real-time and asynchronous communications across mobile channels.
Posted September 25, 2017

The Zappix Visual IVR letrs businesses communicate with deaf customers while complying with accessibity regulations.
Posted August 23, 2017

ProTel's WebRTC-based mobile app for businesses provides omnichannel online customer services.
Posted August 21, 2017

While some airlines have recently landed in hot water for less-than-ideal customer service, others, including Hawaiian and JetBlue, are paying attention to customer woes.
Posted August 11, 2017

Agent Dashboard provides agents with real-time insight into calls into the Visual IVR.
Posted August 02, 2017

LiveWorld Platform integrates smart automation and human agents for real-time customer service at scale.
Posted July 31, 2017

The latest release of CafeX Live Assist for Microsoft Dynamics 365 supports chatbot-to-agent escalation, mobile customer service, and agent productivity enhancements.
Posted July 12, 2017

It's no secret that consumers want to be able to check in, choose their seats, and handle other pre-travel tasks via an app, but according to research from Helpshift, 89 percent of travelers said they'd want to use a customer support feature in an airline app while flying as well.
Posted July 07, 2017

Nuance's Nina virtual assistant is integrated with Apple Messages to allow businesses and companies to interact via chat.
Posted June 13, 2017

Just a week after debuting intelligence assistant Nina's on the Amazon Alexa platform, the company is adding virtual assistant and asynchronous chat innovations to its Digital Engagement Platform.
Posted June 12, 2017

The platform aims to empower organizations to become more customer-centric via mobile apps designed to enhance customers' experiences. (Featured on DestinationCRM.com.)
Posted June 05, 2017

Bright Pattern's Integration with Telegram brings messaging to its cloud-based contact center platform.
Posted May 31, 2017

Thanks to the integration, mobile customer service provider Helpshift is now embedded in Salesforce and makes use of Salesforce's case management, omnichannel routing, and knowledge base management capabilities. The move is a response to pleas from users for access to CRM data in an effort to improve customer interactions.
Posted May 26, 2017

Support personnel can remotely assist customers with a live view of their iOS, Android, and other device screens.
Posted May 24, 2017

In-app messaging is the latest step in the evolutionary cycle of customer service, but it is by far the best we have so far.
Posted May 23, 2017

Verizon Enterprise Solutions has launched Visual Interactive Calling, a tool that enables consumers to tap a button in an app and connect directly to a live agent. The technology is for banks, retailers, airlines, travel and hospitality firms, and any other type of business that provides live support.
Posted May 19, 2017

The move expands Zendesk's product portfolio for customer communications.
Posted May 04, 2017

New features enable video, audio, and screen sharing capabilities.
Posted May 02, 2017

Vee24's Version 10 platform release offers chatbots, intelligent routing, metrics, and analytics.
Posted April 28, 2017

The Aspect NLU Lab will advance the design and use of chatbots in customer service.
Posted April 27, 2017

Talkdesk is expanding its cloud contact center capabilities through an app marketplace.
Posted April 26, 2017

Among customer service platform provider Zendesk's claims to fame are the company's embeddables—software development kits (SDKs) for Web and mobile environments that enable elements of customer service to be easily added to online customer experiences. Now the company is taking its solutions to app development platform Fabric (which Google recently acquired from Twitter) with a Zendesk kit that includes these embeddable solutions.
Posted April 21, 2017

Zang Workflow features a drag-and-drop development environment for creating smart communication apps and workflows.
Posted April 19, 2017

The communications platform-as-a-service provider has opened up its application programming interfaces to allow developers to add communications functions to any mobile and web app.
Posted April 19, 2017

Technology allows sharing of visual and other data in real time during calls.
Posted April 19, 2017

Real-time messaging platform BBB now" gives businesses a simple, direct way to engage with customers on mobile devices.
Posted March 29, 2017

Zappix Visual IVR authoring tool allows developers to build a Visual IVR with voice IVR using a drag-and-drop interface with scripting that supports VoiceXML and IVR services such as Twilio and Plivo.
Posted March 24, 2017

The acquisition of HipMob furthers Conversocial's shift toward the convergence of social, messaging, web chat, and in-app messaging.
Posted March 22, 2017

Two-way text messaging is available through Inference Studio 4.2 for North America.
Posted March 21, 2017

The Zappix healthcare Visual IVR combines visual and voice service via smartphone.
Posted March 09, 2017

Verint connects to Tango Networks' mobile solution to extend its Customer Engagement Optimization solutions to mobile environments. (Featured on DestinationCRM.com.)
Posted March 02, 2017

Deeper integrations between the vendors' contact center solutions aim to help agents improve customer experience.
Posted February 16, 2017

SeeSupport enables support agents to tap into customers' smartphones to troubleshoot problems and work with customers toward a fix.
Posted February 14, 2017

Salesforce.com today launched Service Cloud Einstein, an intelligent customer service platform connected to CRM data across sales, commerce, marketing, and more.
Posted February 13, 2017

Recent Cloud Phone updates also include enhancements to the admin interface design and user experience.
Posted February 08, 2017

The Zappix Visual IVR offering helps users build an integrated cloud IVR and Visual IVR experience with Twilio IVR integration.
Posted January 19, 2017

AskMe lets consumers and employees complete mobile surveys with or without an Internet connection.
Posted January 10, 2017

Olark and Front users can now attach customer conversations to customer records.
Posted December 19, 2016

Nina ID 2.0 brings multifactor biometrics security to Nuance's virtual assistant for customer service.
Posted December 14, 2016

A cloud-based deployment model extends callback technology across voice, digital, and mobile channels.
Posted December 13, 2016