Amid Messaging Channel Jungle, SMS Stands Alone
Text-based communication plays a growing role in customer service. There are several big questions around how...
Tag: facebook-messenger
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5 Brands that Are Successfully Using Chatbots
Ok, let’s face it; the age of robots is now. As businesses automate their sales and...
Facebook Are Offering a Chat Platform. What’s the Catch?
The “chat” style of communication, where two parties type text back-and-forth, is wildly popular with consumers....
Top 10 Customer Service Trends for 2017 [Whitepaper]
The best way to predict trends in customer service is to look at patterns in consumer...
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Bots Haven’t Truly Arrived Until We See Containment Stats
What a huge year it was for bots! A term that was barely on the radar...
Chatbot Backlash Boogie Woogie
Like the seasons following each other, the hype cycle is part of the natural order in...
The New Customer Service Lexicon, Part 1
The world of customer service is ever expanding, making it a complicated and dynamic space to...
The Secret Behind Twitter’s Customer Service Superpower
The burning questions for the customer service industry today are which channels of communication are currently...