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Bots and Automation
20 Sep 2018 |
Why Messaging Will Only Become More Important as a Service Channel
The industry’s largest providers – Facebook Messenger and WhatsApp – are helping to standardize messaging support, strengthen consumers’ trust in messaging as a channel, and make apps the de facto place to get help.
Bots and Automation
09 Aug 2018
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
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.
28 Jun 2018
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.
01 Jun 2018
Will Messenger Customer Chat Replace Live Chat?
Over the previous six months, you may have noticed a little blue Messenger widget appearing on brands websites. From Volaris Airlines to Argos, brands are leaning into the power of Messenger Customer ...
16 May 2018
How Will Brands Support Consumers in 2023?
Ten years ago, smartphones were in their infancy. Snapchat, Uber, and Airbnb didn’t exist and private space companies were still the purview of science fiction. Where might we be in another 10? Or ...
13 Feb 2018
How Openreach Launched their Social Care Operation in Partnership with Conversocial
How Openreach, in partnership with Conversocial, took a measured approach to social customer care, allowing them to scale at a pace which fit their operation.
13 Dec 2017
How to Improve Your Social Care Metrics with KCS
Does your organization subscribe the knowledge centered service (KCS) methodology? If it does, it’s at a huge advantage in social care.
24 Oct 2017
Lean-in to the Power of Messaging
As a customer, the convenience of having a service conversation over messaging, in the same mobile app you’re in with your friends, is huge.
04 Oct 2017
We Live in an Effortless World… Almost
The following is an excerpt of a chapter from my new book, Message Me, coming out soon.
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