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The benefits of asynchronous messaging for your contact center

In considering how to move forward with formulating strategy for digital customer service, it’s important for companies to understand what is driving the rising demand for customer service over digital channels. Consumers aren’t just switching to digital channels…

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How Do Chatbots Work?

How do chatbots work? Shows InTheChat's Twitter bot for customer service

Suddenly, everyone is talking about bots. As homescreens become more and more overwhelmed with multiple apps, bots are seizing an emerging opportunity: providing the same services offered by apps within a single messaging platform. Facebook Messenger, Twitter, WeChat,…

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Do you have your chatbot? Thoughts from the Facebook F8 Conference

InTheChat attends Facebook F8 Conference

San Jose, Tuesday, April 18 – Every April Facebook hosts its annual F8 Conference, offering two days’ worth of activities aimed at keeping participants up-to-date with the platform’s latest developments. The conference provides an excellent venue for showcasing…

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Digital Engagement is the New Marketing

Digital engagement

In 2009, Keith Ferrazzi announced the birth of the Relationship Age: an era characterized by technology-enhanced interconnectivity where “trust, conversation, and collaboration are top of mind and top of agenda.” Ferrazzi spoke from a point in time where Twitter…

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3 Ways Businesses Drive Revenue With 2-Way Text Messaging Customer Service

revenue growth via sms texting

SMS Text messaging technology is enjoying a resurgence as a way for customers to contact business’ sales and service. It’s widely viewed by customers and agents alike as a pleasant alternative to voice. Over 80% of people use…

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3 Ways Digital Customer Service Channels Delight Customers

Texting train

Delight is more than just satisfaction. Delight is a type of happiness provoked by the unexpected; by something that stands outside the norm of everyday experiences. As the digital revolution has gathered momentum, it has become widely understood…

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Digital Services Key to Luring Retail Consumers

retail services icons

A new study of British and American consumers reveals the high cost of failing to adapt to their needs through digital services. The study, which was carried out by American commerce solutions firm Kibo, involved 3,000 people from…

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What is Chat in Digital Communications?

chat bubbles

Generously defined, chat refers to conversations carried out over digital channels. This becomes a source of confusion for many people, as chat-based interactions can happen through various types of digital channels—each of which comes with its own distinct…

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Digital Customer Experience Key to Chick-fil-A Rapid Growth

Chick-fil-a-one digital customer service

When one thinks of digital customer service through apps, text messaging, or social media – we’re not likely to think about fast food, an industry that hasn’t changed a lot since the turn of the century. That’s why…

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Boomers’ Demand for Digital Customer Service Jumps!

Seniors using technology

These days Millennials are the drivers of new technology, and for good reason. The soon-to-be largest segment of the population is continuously gaining market influence as they move into their prime earning years. However, focusing on Millennials should…

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