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An Epic Customer Service #Fail – And its Solution

Customer waits on-hold for 8 hours

When a Toronto man phoned an online electronics retailer for help with his order, he had no idea that the call would become a hyperbolic jump into the customer service looking glass. Due to an extraordinary glitch in…

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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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Engage Your Customers, Keep Your Customers

Ensuring every customer has a positive experience with your business has never been so important. Satisfy your customers and roughly 7 in 10 will recommend your company or product to someone else. Mess it up, and almost all…

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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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4 Ways Customer Experience Is Your Competitive Advantage

Customer experience = customer satisfaction

Some of the world’s most successful businesses have risen above their competition by following one simple rule: “The customer is always right.” Now, organizations are reaching for the next level by prioritizing the “customer experience,” which means more…

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Twitter’s Tweet Turn Could Change Customer Service

Twitter social media customer service

Twitter is changing the way people tweet and it may have huge implications on the way customer service departments interact with consumers using the social media service. Not long ago Twitter announced that it would change how it…

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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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InTheChat Opens Customer Service on Facebook Messenger to All Companies, Everywhere

Messenger icon

Platform Powering TD Bank Group and Newegg on Messenger Now Available to Enterprises Globally (Marketwired – Apr 12, 2016) San Francisco, CA – InTheChat – the leading digital customer service platform for enterprise today announced the global availability of Messenger…

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3 Tools Customer Service Needs to Win Social Media

In customer service digital means immediate, no-wait responsiveness through a multitude of digital channels. This is intimidating for many businesses because the telephone has dominated customer support for the better part of a century. It’s easier when customer…

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As Retailers Adopt Mobile Commerce, They Eliminate Barriers to Mobile Customer Service

Retail companies are finally getting the message: The future is all about the digital experience. A new study shows that well over half of retailers see mobile as their number-one priority in 2016. The study, which was carried…

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