When your customers need tech support, they need it fast. But not every ticket requires your best IT specialists. Your best AI chatbot can often get the job done faster, freeing up human age… Read More

Intercom is a popular and essential tool for any online business. The system helps manage customer conversations, uses automated help desk software to address customer satisfaction issues an… Read More

While chatbots have been one of the biggest business communication trends for the last couple of years, 2023 is shaping up to be the year where chatbots go from a ‘nice-to-have’… Read More

WhatsApp is the most popular messaging app in the world today with 2 billion active users. On top of this, there are already 50 million businesses active daily on WhatsApp Business. These tr… Read More

Brands are facing a customer support dilemma. On the one hand, customers expect immediate gratification and personalized service. On the other hand, customer support employees are stressed o… Read More

If you have ever had a human-like conversation with a chatbot, chances are that you have already interacted with a conversational AI technology. Conversational AI has been around for a while… Read More

Customer service expectations have never been higher, and there’s still a lot of customer friction when it comes to online support. While chatbots and live chat can help brands proacti… Read More

There was a time when having live chat support on your eStore was a novel feature that differentiates you from your competitors. These days, it’s no longer a choice but a must-have. Th… Read More

As a $2 trillion market, e-commerce is expected to grow up to $3 trillion by 2027, with a significant focus on AI [1]. With the use of AI in e-commerce, businesses can get more accurate pred… Read More

Chatbots are a hot topic right now. And for a good reason — they have the potential to revolutionize how consumers interact with businesses. But chatbots aren’t just a passing fa… Read More

Companies are increasingly adopting conversational Artificial Intelligence (AI) to offer a better customer experience. In fact, it is predicted that the global AI market value is expected to… Read More

Chances are you’ve come across websites with elements like a clock, calendar, help button, weather display, etc., to encourage page interaction and offer a better experience for visito… Read More

How can you serve your customers effectively if you don’t really know them? Nowadays, providing a great customer experience means having a rich bank of customer details — from ac… Read More

First impressions count. Then again, so do second impressions, and third ones – especially in business. You’ve probably heard the advice a million times – keep your custome… Read More

What is a conversational app? Conversational apps use AI to mimic human conversation by recognizing speech and text, translating different languages, interpreting intent, and responding in… Read More

When customers need help from you, picking up the phone isn’t always the best option open to them.  Maybe they just need to fire off a quick question. Or they don’t have tim… Read More

With the rapid shift to online shopping and a digital-first experience, providing exceptional customer service is no longer a ‘nice to have’, it’s now the expectation. Cust… Read More

Here’s a statistic that might make marketers gulp: on average only 2.35% of people who visit a company’s website will convert. Why? Well, sometimes customers don’t convert… Read More

For far too long customers have had one-way conversations with businesses. From filling boring forms to getting responses from answering machines, customers have had to put too much effort i… Read More

With the launch of WhatsApp Business back in 2018, today more than 3 million companies are using it globally¹. Witnessing this huge adoption of WhatsApp Business in the last few years… Read More

Did you know that 69% of customers prefer chatbots for their ability to provide quick replies to common queries? FAQ chatbots are becoming increasingly popular and a… Read More

Chat support is designed to reassure customers that you’re there for them – but how does the customer experience change when you’re not there?  If you can’t keep… Read More

What is in-app messaging? In-app messaging refers to a customer engagement technique brands use to communicate with users while they’re actively using an app. These messages are target… Read More

Winning back lost customers is as important as getting new customers for your business. Research has also proven time and again that it’s 5X cheaper to retain existing customers than t… Read More

If the eyes are the window to the soul, then online chat windows are the gateway to customer communication. Before chat windows became available to business owners, customers typically had t… Read More

“In a world where products and services are becoming more and more commoditized, customer experience is the only true differentiator.”  Customer expectations are changing ev… Read More

Want to know a secret? Live chat translation can take your business global. They say the more languages you speak, the more you’re worth. This is especially true when it comes to busin… Read More

Question: Can a lean support team justify poor customer service? Answer: No. No matter how small a business, customer service is the heart of managing customer expectations. You don’t… Read More

Ever heard someone say, “I don’t mind waiting on the phone for 30 minutes for my customer service solution?”. Never? Shocker. Your customers hate late responses.  They… Read More

An engaged customer is a happy customer. When your customers are delighted, it fosters long-term relationships with your business. According to a recent survey by Freshworks, 56% of consumer… Read More

As the saying goes, ‘The best defense is a good offense,’ and being proactive in your customer relationships can deliver far greater levels of loyalty and revenue than you might… Read More

What do you think your customers want? Is it high-quality products and services? Or maybe it’s efficiency? Probably both. But that’s not all.  They want to be heard. They wa… Read More

A smart company goes to its customers rather than waiting for them to come to it. To do that, you need to engage with your customers on every digital channel they’re already using, be… Read More

Finding the right tone of voice to use with your customers is a challenge faced by every business. Get it right, and you can provide an experience that engages and connects; get it wrong, an… Read More

The future of healthcare looks promising as technology looks to enable a whole new era of automation to add speed and accuracy to the industry. For instance, using chatbots in the healthcare… Read More

Too many businesses fall into the trap of thinking that it is only new customers that drive growth and boost profits. In their efforts to acquire new clients, they often overlook the potenti… Read More

Some customers just want to complain, even when things are going their way. Others are generally mild-mannered, but they can quickly change into irate customers when confronted with a compan… Read More

Is customer satisfaction at the core of your company’s operations, or are you more focused on keeping up with the competition?  Regardless of how you answer that question, embraci… Read More

Customer service is at the heart of every business. It helps foster a loyal following, generates new business, and spreads a good impression of your brand. While many brands still lean on tr… Read More

Adopting live chat for your business is one of the most impactful moves you can make as a company today. It not only allows customers to communicate with your brand on a channel they are com… Read More

LINE Messenger is increasingly becoming one of the most popular messaging apps across Asia. There are 86 million monthly active users in Japan alone, which constitutes 68% of their populatio… Read More

LINE Messenger is increasingly becoming one of the most popular messaging apps across Asia. There are 86 million monthly active users in Japan alone, which constitutes 68% of their populatio… Read More

With 194 million users globally, LINE messenger is the most popular app in countries like Japan, Taiwan, and Thailand. Japan alone has 86 million monthly active users, which constitutes 68%… Read More

What is Real-Time Messaging? Real-time messaging is the simultaneous exchange of text or media messages between two or more individuals. Whether we choose to engage on messaging apps such as… Read More

Kerry Drake flew from San Francisco to Lubbock, Texas, on a United Airlines flight to meet his mother in her last hours. He had to catch a connecting flight from Houston. As luck would have… Read More

4 billion people have smartphones, and 68% of these people use messaging to communicate.¹ While the U.S., Latin American, South Asian, and European markets are dominated by messagi… Read More

Gratification. Satisfaction. Contentment. These are the feelings that all businesses want to leave their customers with. According to Dimensional Research, 52% of consumers have admitted to… Read More

Imagine walking into a store to be greeted by a warm, welcoming smile from a receptionist. They speak to you in a kind tone, prove extremely helpful with your queries, and emanate a cheery d… Read More

Customers increasingly self-serve and use digital engagement channels for customer service both before and after purchase. These behavioral trends has made messaging an integral part of the… Read More

In 2021, nearly 21% of live chat support messages went unanswered. With growing chat volumes every year, customers are confronted with long wait times and unresponsive agents.  The solu… Read More

It takes months to find a customer… seconds to lose one! ~Vince Lombardi Customers have certain expectations when they interact with a business. They want quick replies and the abilit… Read More

Recall the first time you learned to write. Or ride a bicycle. In all probability, you needed some hand-holding. Cursive can be challenging. So can bicycling, at the start. A little bit of c… Read More

Know thy audience is at the heart of any impactful communication. Whether you ask a toastmaster, a successful journalist, a great orator, or a marketer, they will vouch for how important it… Read More

An e-commerce store that puts all its efforts into only building traffic is as fragile as a house of cards. That’s because, with the variety of options available to any customer, you n… Read More

“ A happy customer might tell a friend, but an unhappy one will tell the world.”  As a business, you might be well aware of all the benefits a positive customer support expe… Read More

“Kindness and courtesy are at the root of a positive customer service experience.” – Shep Hyken, Customer service and experience speaker. An aggrieved customer calls a busi… Read More

66% of consumers are more confident about purchasing and feel personally connected to the brand, when a company is active on messaging apps.¹ You are probably here because you understan… Read More

What do Children’s Day, Teacher’s Day and Mother’s Day have in common? They are all occasions of gratitude and appreciation. When people are celebrated, they feel valued. T… Read More

“Retaining customers is cheaper than acquiring new ones”. Retaining your most loyal customers is the best survival skill your business needs to fight churn and defy the odds in a… Read More

1. What is Apple Business Chat? Business Chat is a service from Apple that allows your organization to directly chat with your customers using the Messages app. Customers can use this servi… Read More

A need for customer self-service Despite living in the age of quick tech, if the business’s customer support team is swamped, response times could run unbearably long. Calls could be l… Read More

What is Customer Focus? Customer focus is a philosophy that puts customer needs at the heart of all business decisions. It’s a company-wide mindset that dictates everything, from strat… Read More

What is Apple Business Chat? Business Chat is a service from Apple that allows your organization to directly chat with your customers using the Messages app. Customers can use this service t… Read More

The year 2020 has led to a whirlwind of digital transformation. What seemed like an overnight transition has led to redefining customer experience and support forever. Now, people expect imm… Read More

Two customers walk into your store: one is visiting for the first time, and the other is a regular. Who do you think would be easier to sell to? A returning customer is a big win for a busin… Read More

Today’s businesses have a plethora of digital tools at their disposal to attract customers, from blogs and social media to live chat plug-ins. However, what is the use of a tool if you… Read More

“Strive not to be a success, but rather to be of value.” – Albert Einstein. Think of every successful business you know: Google, Apple, Amazon, Netflix. What do they have i… Read More

In business, there is often a debate around whether sales and in turn sales messaging, is an art or a science. it employs creative and flexible methods to reach outcomes that may be subjecti… Read More

“In a world of internet customer service, it’s important to remember your competitor is only one mouse click away” – Doug Warner  Imagine a customer who’s… Read More

We know that people are more connected to each other than ever before. That’s pretty much the story of the digital age: we can reach anyone, at any time, from anywhere. But we are not… Read More

What does customer service automation mean for your business? Is it using a super-intelligent bot/computer that can do tasks, help customers, and remove the need for human agents altogether?… Read More

Why you need to leverage chat sales: Over 63% of leaders expect a continued rise in contact center volumes through 2021 despite physical stores reopening, according to a report by Freshworks… Read More

For businesses looking to win at the digital automation game, chatbots are a non-negotiable part of their strategy. A Business Insider report found that by the end of this year (2020), 80% o… Read More

As human beings, when we encounter someone or something for the first time, we form an instant impression within one-tenth of a second. When we meet a person, it’s their personality th… Read More

In this age of fast-evolving technology and instant connections, chatbots are becoming instrumental for business. Initially introduced to engage with customers, chatbots now perform a number… Read More

Customer service reps are the frontline employees who represent your brand/company and interact directly with the customers. The work of customer support reps is challenging because they hav… Read More

What’s a “great customer experience” to your business?  For your customer support executive, it could be quick and accurate responses to customer queries. The sales ex… Read More

Customers generally dislike waiting for an email reply or being kept on hold when they reach out to a business. And this is the reason why customers are always looking for the easiest and fa… Read More

Think back to your time as a kid. Everything you had an attachment to probably had a name, from your toys to, perhaps, your cycle. Research shows that there is great power in naming things… Read More

At a glance: As per the latest WhatsApp statistics, more than 5 million businesses are actively connecting with customers on WhatsApp; as many as 80% with the opinion that it helps business… Read More

A customer logs onto your website and wants to search for a product’s availability in their area of residence. A chatbot pops up to help the user navigate their requirements – &l&hell…Read More

“Knock. Knock.” “Who’s there?” “Bot.” “Bot, who?” “Hello! What may I do for you?” The jury is out: chatbots are here to stay… Read More

After countries across the globe were locked down due to Covid, banking was one of those essential businesses that was allowed to have their employees continue working in their offices. For… Read More

Businesses thrive in long-term relationships. It is common knowledge that retaining a customer is not just simpler but also better for revenue and profits when compared to converting a new l… Read More

An industry may have multiple players competing for market share, but the ones most likely to come out on top are the ones with superior customer support.   At the frontline of sup… Read More

It’s the year 2020 and people are used to instant-everything, from coffee and communication to shopping and customer service. A business that is unable to satisfy this need for speed a… Read More

Customers are bombarded with numerous marketing and sales messages every single day. But not all messages grab the attention of the audience nor do they have a good success rate. This is whe… Read More

The best marketing doesn’t feel like marketing. — Tom Fishburne, Founder & CEO, Marketoonis Imagine a situation where you are marketing to a customer and it doesn’t… Read More

With reduced footfall in stores, your organization is undergoing a rapid digital transformation. Your business is trying to find the silver bullet.  When you’re picking this piece… Read More

Have you ever lost a customer because you couldn’t respond to them in time? This kind of loss is an expensive one because attracting a new customer today costs 6-7 times more than it d… Read More

Your business can have a strong online presence, high website traffic, and impressive click-throughs, but let’s face it unless these translate into leads, they don’t add much val… Read More

Proactive Chat vs. Reactive Chat. Did you know that on average only 2% of website visitors turn into customers? The other 98% simply move on without making a purchase. Once a visitor enters… Read More

What is your go-to channel to reach out to a business –  email, call, or real-time messaging apps like Whatsapp? Well, 64%¹ of people (including me) prefer messaging over ema… Read More

As countries started locking down to curb the movement of COVID-19, brick and mortar shops across the world started to create eCommerce stores to make up for their sales activity, with Shopi… Read More

4 billion people in the world have a smartphone. Out of that, 2 billion people use Whatsapp and 68% of these people say that Whatsapp is the easiest way to connect to the business.¹ Wha… Read More

Chatbot uses for sales, marketing, and customer service Business leaders agree that AI will redefine how business is done. The potential for artificial intelligence (AI) to increase revenue… Read More

The need for successful live chat implementation Imagine you could generate leads, engage with customers, and offer assistance all in one place. Well, implementing a live chat solution to yo… Read More

With 200 million users, WhatsApp has emerged as one of the best platforms of communication for businesses. Though its usage continues to increase at a phenomenal pace, WhatsApp is an effecti… Read More

59% of customers are more likely to buy when brands answer their queries in under a minute. And a study by Business Insider states that 45% of consumers don’t care if they in… Read More

About 50 years ago, marketing was different. Most of it was in the form of advertising — television commercials, PR, direct emails, etc. Today’s world is phenomenally different… Read More