Social Customer Service

TTEC and LivePerson combine technology and services to offer digital engagement, messaging and AI solutions.
Posted November 06, 2019

Asynchronous messaging apps will help your business retain customers and preserve your agents' sanity.
Posted November 05, 2019

NICE inContact's CXone Fall 2019 release helps companies reach more customers on more channels.
Posted October 30, 2019

Online communities can be the key to richer customer success, but they need to be active. Here are a few ideas to help make that a reality.
Posted October 29, 2019

NICE inContact's latest innovation advances CXone Agent for Salesforce with digital channel elevation and enhanced agent experience.
Posted October 29, 2019

While social media success is often defined in marketing terms, benchmarking your social channels can reveal how the platforms are impacting the customer experience beyond just engagement and reach.
Posted October 21, 2019

Restaurants are used to dealing with negative Yelp reviews from disgruntled customers, but Outback Steakhouse is taking steps to mitigate the problem, using artificial intelligence, before its customers can head to Yelp.
Posted October 18, 2019

Enhancements to eGain Solve include conversational automation, augmented agents, and full-spectrum analytics.
Posted October 18, 2019

Claro is now a reseller of Talkdesk's omnichannel contact center offerings.
Posted October 17, 2019

LiveIntent is a real-time, AI-powered tool to identify customer intent during interactions. (Featured on DestinationCRM.com.)
Posted October 10, 2019

Sparkcentral's Cross-Channel Conversation History feature provides contact center agents with an unbroken view of a contact's conversation history across all digital channels.
Posted October 10, 2019

Gather offers peer-based customer support, while Sunshine Conversations enables social media interactions. (Featured on DestinationCRM.com.)
Posted October 03, 2019

KustomerIQ brings artificial intelligence to customer interactions.
Posted October 03, 2019

Acqueon Engagement has been added to NICE inContact CXexchange to help sales, marketing, and service organizations engage with customers.
Posted October 03, 2019

Insights from 75 million issues & 71 million bot interactions reveal how automation trends are driving customer service forward. Download this report to learn about the impact of customer service bots on standard contact center KPIs.
Posted October 01, 2019

As customer service channels blend, agents need to be trained on multiple channels and information needs to be carried from one channel to the next.
Posted September 23, 2019

Successful customer communities share some common elements.
Posted September 13, 2019

Spirit is one of the lowest-ranking airlines for passenger satisfaction, ranking last out of 10 carriers. But the company is taking measures to improve customer service, including the introduction of support via WhatsApp.
Posted September 10, 2019

Integration makes Sparkcentral's messaging solutions available on the Freshworks Marketplace for Freshdesk.
Posted August 28, 2019

Zendesk's integration with WhatsApp Business API delivers customer conversations across web, mobile, and messaging.
Posted August 07, 2019

Twilio Conversations provides one unified API to scale group conversations across SMS, MMS, chat, and WhatsApp.
Posted August 07, 2019

Vonage bolsters the artificial intelligence and conversational analytics capabilities of its OneVonage and NewVoiceMedia platforms via its purchase of Over.ai's assets.
Posted August 06, 2019

Quiq works by integrating multiple messaging tools into businesses' websites and apps, including SMS, Apple Messages, Twitter, Facebook Messenger, web chat, Kik, and Google's RCS-based RBM.
Posted August 02, 2019

The new features are designed to enable small businesses to communicate with customers in their preferred channels.
Posted July 24, 2019

Suggestions for driving positive customer experiences and improving brand loyalty with social media customer service.
Posted July 16, 2019

Connected Customer Conversations weaves customer interaction channels together.
Posted June 27, 2019

Huddle is a cloud-native unified communications and contact center platform.
Posted June 27, 2019

AnsweriQ's Robo Assist allows single-click automation for customer service teams.
Posted June 25, 2019

The integration streamlines social community management. (Featured on DestinationCRM.com.)
Posted June 18, 2019

Bright Pattern and Toga Customer Services will power contact center digital transformation for Latin American companies.
Posted June 11, 2019

The new Inbox brings tools and data into one place for more personalized support interactions.
Posted June 05, 2019

New capabilities help users communicate via virtually any digital messaging platform. (Featured on DestinationCRM.com.)
Posted June 05, 2019

Customer Empathy Advisor helps businesses tune AI to forge more mutually-beneficial relationships. (Featured on DestinationCRM.com.)
Posted June 05, 2019

The Luma upgrade delivers new automation and skills-building capabilities to Serviceaide's virtual agent. (Featured on DestinationCRM.com.)
Posted June 04, 2019

Sparkcentral has signed a reseller agreement with IntelCal to bring its solutions to Central and South America.
Posted May 21, 2019

NICE is embedding Brand Embassy's technology into its CXone solution to add digital conversation capabilities.
Posted May 16, 2019

Sparkcentral's Virtual Agent Framework lets businesses blend live and virtual contact center agents.
Posted May 15, 2019

As companies increasingly defer customers to self-service and automated channels, there's a cohort of customers that may not benefit from this approach—anxious ones.
Posted May 10, 2019

3CLogic has introduced an omnichannel integration with ServiceNow Digital Workflows and Agent Workspace.
Posted May 08, 2019

Serenova's partnership with Key IVR helps companies meet regulatory requirements and keep sensitive customer data safe. (Featured on DestinationCRM.com.)
Posted May 02, 2019

Advanced, AI-powered technology enables companies to listen to, analyze, and engage with consumers on every channel.
Posted April 30, 2019

When it comes to AI, the conversation is only as good as the data feeding into it, speakers maintain. (Featured on DestinationCRM.com.)
Posted April 29, 2019

Genesys PureEngage, PureConnect, and PureCloud platforms are being integrated with Google Cloud Contact Center AI.
Posted April 11, 2019

Consumers and businesses that have trouble reaching Facebook for customer support may be surprised to find out that a possible reason for the delay is because the customer service team is busy solving issues for priority customers—employees' friends.
Posted March 29, 2019

The partnerships enhance the compliance infrastructure for financial firms' contact center and customer support operations. (Featured on DestinationCRM.com.)
Posted March 26, 2019

Inference Studio 6.0 supports Google Dialogflow NLP and IBM Watson Tone Analyzer. (Featured on DestinationCRM.com.)
Posted March 12, 2019

The new release is designed to allow contact centers to provide personalized and contextualized experiences in every conversation, regardless of channel or device.
Posted February 28, 2019

Customer service teams can now respond to and engage with customers at scale in real time on the popular photo sharing app.
Posted February 27, 2019

UserTesting Live Conversation Mobile expands real-time human insight availability. (Featured on DestinationCRM.com.)
Posted February 26, 2019

BookingBug's latest integrations expand the platforms that companies can use to communicate with and get feedback from customers. (Featured on DestinationCRM.com.)
Posted February 26, 2019