Social Customer Service

Earlier this summer, Facebook introduced a new WhatsApp Business API in an effort to enable businesses to communicate with consumers using the Facebook-owned messaging app. Now, companies including Uber, Netflix, and about 100 others are leveraging the API to deliver customer service via the app.
Posted September 14, 2018

In an effort to offer new services to users, such as fraud alerts, Facebook is seeking access to users' banking data and has asked large U.S. banks to share detailed financial information about their customers, including card transactions and checking-account balances.
Posted September 07, 2018

[24]7.ai and KPMG align to bring intent-driven customer engagement solutions to large enterprises.
Posted August 29, 2018

CXone's latest version features new embedded analytics and omnichannel social capabilities.
Posted August 27, 2018

The conversational capabilities aim to provide the agent with emotional intelligence.
Posted August 22, 2018

Avtex and Adapt are positioned to deepen services in the customer experience arena. (Featured on DestinationCRM.com.)
Posted August 21, 2018

The technology is on pace for 24.1 percent compounded annual growth, Mordor Intelligence concluded.
Posted August 07, 2018

MarketsandMarkets projects the contact center software market to exceed $35 billion by 2023.
Posted August 07, 2018

Google Cloud's Contact Center AI combines multiple artificial intelligence products to help companies improve the customer service experience and the productivity of their contact centers.
Posted July 25, 2018

Chatbox Instant Apps facilitate the dynamic exchange of rich, structured data within messaging streams.
Posted July 18, 2018

Brand Embassy and Talkdesk form partnership to provide an omnichannel platform for customer service.
Posted July 11, 2018

Service Cloud Einstein combines CRM data, artificial intelligence, and guided processes.
Posted July 11, 2018

Conversation.one's platform helps banks and credit unions build conversational interfaces for customer interactions.
Posted June 13, 2018

Despite delays and other airline-related travel challenges, consumers are actually pretty satisfied with the aviation industry these days, according to the latest North American Customer Satisfaction Study out from J.D. Power, which was released earlier this week.
Posted June 01, 2018

Amazon has recently taken a tough stance on customers that return items to the e-commerce giant too frequently. How do customers feel about it? Here's a sampling. (Featured on DestinationCRM.com.)
Posted May 25, 2018

eGain Solve for Amazon Connect powers connected customer experiences across more touchpoints.
Posted May 22, 2018

The enhanced CSI Virtual Observer provides workforce optimization functionality within Oracle Service Cloud.
Posted May 22, 2018

Zendesk bundled its existing customer support solutions under one omnichannel umbrella, combining its Support, Guide, Chat and Talk tools into the Zendesk Suite.
Posted May 17, 2018

Blueworx and Aspect Software together offer a comprehensive approach to application lifecycle management for IVR and omnichannel self-service solutions.
Posted May 11, 2018

The chatbot platform integrates data and location information into leading messaging software for customer support.
Posted May 09, 2018

Progress' conversational UI components for Telerik and Kendo UI enable .NET and JavaScript developers to create modern chatbot experiences.
Posted May 09, 2018

At its annual F8 developer conference this week, Facebook announced some key updates to Messenger, which it has increasingly positioned as a tool for companies to connect with consumers, primarily for customer service.
Posted May 04, 2018

24-7 Intouch, a customer service solutions provider, has launched a new technology division called Laivly.
Posted May 04, 2018

The artificial intelligence-powered omnichannel contact center solution integrates with IFS Field Service Management (FSM), IFS Applications, and third-party software.
Posted May 04, 2018

HelpSocial has integrated its social media customer care platform with Genesys' Customer Experience Platform.
Posted May 02, 2018

The Spring 18 release of CXone delivers a new voice of the customer product, Workforce Optimization updates, Omnichannel Routing enhancements, and seamless UCaaS integrations.
Posted April 30, 2018

Verint's new comprehensive compliance capabilities are powered by automation.
Posted April 25, 2018

Lithium Messaging helps companies communicate with customers across social, web, and mobile apps.
Posted April 25, 2018

Speakers take on forward-looking topics such as the impact of social media and quantifying customer experience.
Posted April 11, 2018

Speakers emphasized putting humanity first in customer and employee experiences.
Posted April 10, 2018

Earlier this week, Facebook introduced Messenger 2.3, the latest version of the Messenger platform, which includes updates to customer chat tools and the quick-reply feature. The platform now also offers advanced customization tools for more targeted customer support.
Posted March 02, 2018

Earlier this week, the social network announced that starting on March 23, 2018, apps that integrate with Twitter to schedule and automate tweets will need to prevent bulk messaging or face "enforcement action." Yesterday, it announced "adaptive rate limits" so that companies using Twitter for customer service won't be penalized.
Posted February 23, 2018

Cryptocurrency exchange company Coinbase has been one of the biggest players in the space, but scaling customer service has become a growing challenge. The company may be at a turning point, however, with the hiring of a veteran executive to oversee customer service operations.
Posted February 02, 2018

When it comes to delivering customer service during a time of crisis, customers don't want polite apologies and sympathy—they want fast solutions, new research suggests.
Posted January 19, 2018

Cloud-based customer engagement solution provider eGain has announced an integration with Facebook Messenger. Moving forward, it will enable consumers to initiate support chats with businesses that use eGain for customer service through the companies' Facebook pages via Facebook Messenger.
Posted January 12, 2018

Social metrics need to revolve around strategies, people, processes, and technologies.
Posted January 04, 2018

Another year has gone by, and while some companies spent 2017 delivering excellent customer service, others have stumbled. (Featured on DestinationCRM.com.)
Posted December 29, 2017

After landing in hot water with developers after restricting third-party apps, Twitter is undoing the damage with the introduction of the Account Activity API.
Posted December 26, 2017

More than 80 percent of consumers say businesses are either meeting or exceeding their customer service expectations, according to the 2017 Customer Service Barometer study conducted by American Express, up from 67 percent back in 2014.
Posted December 16, 2017

Facebook is doubling down on its commitment to becoming a customer service player, updating its Messenger platform to version 2.2 this week. One of the key updates includes a chat plug-in, which enables brands to embed a Messenger bot directly onto their website.
Posted November 09, 2017

Nuance's social media tool enables companies to unify customer service across omnichannel platforms.
Posted November 08, 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

Customer care platform enhancements let companies conduct social messaging and surveying.
Posted November 02, 2017

Additions to the CX Social solution aim to help companies prepare for, and respond to, potential emergencies on their social media pages.
Posted October 31, 2017

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

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

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

Self-configurable builder enables companies to develop their own chatbots in a few simple steps.
Posted June 21, 2017

Interactions, a provider of intelligent virtual assistants for customer care, announced its push into social platforms this week with the acquisition of Digital Roots. Financial terms of the deal were not disclosed.
Posted May 23, 2017

ServiceNow has updated its Customer Service Management solution with ServiceNow Communities, a social app that provides each user with a personalized experience.
Posted May 10, 2017

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