Amid Messaging Channel Jungle, SMS Stands Alone
Text-based communication plays a growing role in customer service. There are several...
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5 Brands that Are Successfully Using Chatbots
Ok, let’s face it; the age of robots is now. As businesses...
Companies Want a Chat Platform. Apple and Facebook Are Happy to Oblige. What’s the Catch?
The “chat” style of communication, where two parties type text back-and-forth, is...
Top 10 Customer Service Trends for 2017 [Whitepaper]
The best way to predict trends in customer service is to look...
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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...
Chatbot Backlash Boogie Woogie
Like the seasons following each other, the hype cycle is part of...
The New Customer Service Lexicon, Part 1
The world of customer service is ever expanding, making it a complicated...
The Secret Behind Twitter’s Customer Service Superpower
The burning questions for the customer service industry today are which channels...