Beware False Scorecards for B2C Chat
There’s an interesting and high-stakes battle taking place right now in the...
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5 Brand Websites Doing Customer Service Right
Zappos. Apple. Wistia. Netflix. Whatever your business or its size, the first...
Best Practices for Integrating Messaging into Your CX Strategy
From SMS to live chats, messaging is becoming an important part of...
Why Your Customer Service Strategy Should Include Online Chat
You've probably already noticed: There is a major shift towards messaging in...
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Behind the Curtain: Demystifying AI and NLP
One thing is clear: Everyone is talking about artificial intelligence (AI) these...
Acquisitions Point to Messaging’s Future in Customer Service
Big question: How should text-based communication work alongside voice for customer service?...
Contact Centers? Say Hello to 2019
2018 was a big year for the contact center industry. Major product...
How Will People Contact Companies Next Year?
Everyone involved in customer service wants to understand consumer channel preference. Otherwise,...