Tag: Text Messaging

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…

Read More »

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{37abcf34a54b93343e5398ae04805616021ee806af480764212b11c4286aaf7a} of people use…

Read More »

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…

Read More »

Newegg Brings Facebook Messenger to Customer Support, Enabled by ITC

eCommerce leader in digital customer service, Newegg adds Messenger with ITC Newegg, North America’s leading online technology retailer has just made itself a leader in digital customer service by launching Facebook Messenger. As an early adopter of Messenger…

Read More »

Text Messaging Helps Companies with Low Customer Satisfaction; Survey Shows

A new customer service survey shows that many consumers are growing tired of traditional customer service support models. It suggests the answer may be digital service channels, such as text messaging support. The survey, which was carried out…

Read More »

Consumers Demand Efficient, Personalized Service Experience: Survey

A new survey reveals just how demanding consumers are when it comes to customer service. Specifically, the survey, which was carried out by New York-based analytics firm Verint Systems, showed that a majority of respondents aged 18-34 said…

Read More »

2-Way Text Messaging for Customer Service: Not Enough Successful Implementations

New research from McKinsey & Company, a global consulting firm, reveals the difficulty customer care centers face when implementing digital “e-care” solutions, from 2-way text messaging, email and social media support. The report is based on interviews with…

Read More »

Forrester Praises Text Messaging for Customer Service

Forrester has produced a report outlining the many advantages of SMS text messaging as a customer service channel. “Weave Support For Text Chat Into Your Omnichannel Customer Service Strategy”. Says Forrester analyst Art Schoeller. The report is a…

Read More »

3 Ways to Melt Call Volume with Digital Customer Contact Channels

Forrester recently announced that online self-service has surpassed the traditional phone line as the most popular channel for customers — making agents working the phones now second in the customer service toolbox. Meanwhile, social media and mobile technologies continue to…

Read More »

Guests at Call Center Week 2015 Enjoy New SMS Text Concierge Service

SMS Concierge

Each year Call Center Week Conference and Expo becomes the focal point of the world’s top customer care technology solution providers. This week over 2,000 professionals descended on The Mirage in Las Vegas to discuss and plan the…

Read More »