Customer Service

Wix has launched Ascend, a CRM suite consisting of tools for site promotion, cross-channel customer interaction management, intuitive search engine optimization, content creation for social media channels, lead capture, and the ability to respond to queries automatically. Its chat-centric interface ...

Salesforce has announced the addition of IoT Insights to Field Service Lightning. The new tool permits signals from IoT devices to show up directly on Salesforce Service Cloud and Field Service Lightning mobile app consoles, alongside CRM data. Service organizations can draw on those signals to anti...

When the Oculus Rift launched in 2014, industry stakeholders speculated that the new, high-end in-home virtual reality headset would disrupt the entertainment industry. Just four years later, the technology has reached a crossroads, still lacking adoption by mainstream consumers. In a recent survey,...

Nurturing customer relationships has always been and always will be fundamental for company success. However, as the world becomes increasingly connected and more communications become instant, it arguably is more vital now than ever before.

How do they really know? That's the question that immediately comes to mind in reviewing the top-level data from Voxpro's recent survey of customers and their relationship with chatbots. The data show that 68 percent of consumers haven't used chatbots to contact a brand. About 1,000 people answered ...

Until fairly recently, industry pundits had all but written off voice as a customer engagement channel. Considering there were more than 100 billion inbound calls via mobile devices alone in 2018, the past year has proven them wrong. There has been an incredible resurgence of voice as the new UI of ...

There could be as much as a 22 percent increase in holiday sales this season, based on industry analyst predictions. The 2018 U.S. retail e-commerce season will reach $123.4 billion, up from $106.14 billion in 2017, according to Statista's estimates. If you are a small business retailer, these numb...

Video and marketing are a perfect fit. However, your company can find a multitude of other uses for video elements that will expand the scope of your video infrastructure and simplify and augment many facets of your business.

Many shoppers would be just fine if they could never set foot in a retail store again. After all, everything is available online: books, groceries, pizza, household necessities, even big ticket items like mattresses and cars. However, 15 percent of people worldwide have a disability that affects the...

7-Eleven has begun accepting Apple Pay, and Google Pay at participating U.S. stores. The stores will add support for the services throughout this month.

Square on Monday announced that Cash App users could buy and sell bitcoin in all 50 U.S. states. Square began testing Cash App's bitcoin purchasing option last fall and officially launched the option early this year. However, it was not available in four states -- New York, Georgia, Hawaii and Wyomi...

Freshworks has secured $100 million in funding from Accel and Sequoia Capital India with the participation of CapitalG. That brings the total amount of capital raised since the firm's 2010 launch to $250 million. CapitalG, Sequoia and Access all participated in previous rounds of funding.

Before I was a parent, I was a youth leader. As individuals, teens had unique personalities, skills and stories, but one thing that was universal was the effect that parental communication had on them. Whether it was a criticism, a suggestion, or merely a bit of helpful information, the teens tended...

B2B customer support firm TeamSupport has added sentiment analysis technology, powered by IBM's Watson, to its customer relationship platform. The new tech provides automatic text analysis of email or chat responses to assess how a customer feels, so customer support teams can prioritize and persona...