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Latest 04 Sep 2018 | Messenger

How Brands Can Outwit Nimble Startups with Facebook Messenger Support

The fact that smartphones have devoured the world isn’t news. Almost every brand now exists in pixelated form on mobile devices. What is news is that this digitization has led to a sort of competitive synesthesia that’s rearranged the global business landscape.
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22 Aug 2018 | Millennials

Why 39% of Customers Feel That Brands Aren’t Meeting Their Expectations

More than one third of all consumers – 39 percent – feel that brands aren’t meeting their expectations for online customer service according to a Conversocial study.
10 Aug 2018 | Industry News

This week: 20 Companies With the Best Support, CX in 2022, and Top Trends

This week: 20 Companies With the Best Support, CX in 2022, and Top Trends
09 Aug 2018 | Facebook

Why 2018 is the year of Facebook Messenger

“2018 will be the year that Messenger becomes the most important channel for brands, companies, retailers, and individuals to interact with their audiences.”
02 Aug 2018 | Industry News

What WhatsApp Recent Announcement Means For Your Brand

With more than 1.5 billion monthly active users on WhatsApp, businesses have been highly anticipating the announcement of an API that will enable them to interact with their customers over the app.
31 Jul 2018 | Social Messaging

Customer Experience Trends for 2019: Building the Organization of the Future

Our new survey, produced in partnership with Corinium, of global customer experience leaders highlights clear trends in the future of customer care.
25 Jul 2018 | Social Messaging  | 4 min read

6 Customer Support Trends for 2018

Digital support, one could say, is finally coming of age, but challenges still abound. Here’s what’s just around the corner in 2018.
17 Jul 2018 | Digital Care

Social Customer Care Agents: Why AI is a Help, Not a Hindrance

Being a part of a social customer care team can be extremely stressful. Not only are you expected to know everything about every part of the business, you’re also expected to experience abuse, ...
28 Jun 2018 | Industry News

Message Volume Trends Across Private and Public Channels - Part II

Customer care teams today are 10 times more likely to resolve customer inquiries via a private channel, like Facebook Messenger and Twitter DM, than they were two years prior.
21 Jun 2018 | Industry News

Message Volume Trends Across Private and Public Channels - Part I

From a customer’s perspective, private messaging is simpler, more intuitive, and more flexible than public. Not to mention, messaging apps today are practically ubiquitous and incredibly easy to ...

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