- Channel Surfing: Consumers Expect Retailers To Meet Them Where They Are
Email Insider, Ray Schultz - Tuesday, March 30, 2021
There has been a big uptick in omnichannel demand over the past year. And brands are investing to try to meet it, Talkdesk reports. ...
- Microsoft, Salesforce Vets Launch Startup With $23M To Automate Data Privacy
Search & Performance Marketing Daily, Laurie Sullivan - Wednesday, March 24, 2021
Former Microsoft and Salesforce execs believe they have developed a way for businesses to automate data privacy and security. On Wednesday they announced the launch of Ketch, backed by $ ...
- Study: Email Is An Effective Tool For Mid-Size Banks
Email Marketing Daily, Ray Schultz - Friday, March 12, 2021
Although email is a highly effective tool, banking customers age 55 and older prefer in-person contact, Vya reports. ...
- Bye, Bye, Bronto: Email Marketers Have A Year To Migrate
Email Insider, Ray Schultz - Thursday, March 11, 2021
Three email consultancies team up to help firms switch from the Bronto email service. ...
- Email Overtaken By Chat For Customer Service, Study Says
Email Marketing Daily, Ray Schultz - Thursday, March 11, 2021
Almost half of consumers will drop a brand after two bad customer experiences, Gladly and Zogby Analytics report. ...
- Game Playing: Customer Service Lags At Gaming Firms
Email Insider, Ray Schultz - Tuesday, February 16, 2021
Only 54% of gaming companies have an easily accessible email address, Netomi reports. ...
- Customer Service Apoplexy: Consumers Have To Work Too Hard To Resolve Issues
Email Insider, Ray Schultz - Thursday, January 21, 2021
More people are shopping online, but less than half solve problems on the first contact, least of all through email, The Northridge Group reports. ...
- Hootsuite Acquires Sparkcentral, Integrates Messaging Channels
Search & Performance Marketing Daily, Laurie Sullivan - Wednesday, January 6, 2021
Sparkcentral brings advanced customer conversations to the Hootsuite platform, allowing marketers to automate communications with customers across social media and messaging channels. ...
- CallRail Pulls In $56 Million In New Funding
Email Marketing Daily, Ray Schultz - Thursday, December 10, 2020
Lead-generation and analytics firm CallRail is investing in staff and hoping for further growth in 2021, it says. ...
- Is The Email Customer Experience A Black Hole? Yes -- For 30% Of Ecommerce Brands
Email Insider, Ray Schultz - Tuesday, November 24, 2020
A staggering 41% of global ecommerce companies do not offer email customer support, Netomi reports. But DC Shoes exceeds the ecommerce benchmark for email support, among other top performers. ...
- Email In The Time Of A Pandemic: Channel Is Most Favored By Consumers
Email Insider, Ray Schultz - Tuesday, November 17, 2020
Digital use has risen due to the COVID-19 crisis, and consumers like email because it is convenient and reliable, the CMO Council reports. ...
- COVID-19 Drives Decline In Customer Preference For Email: Study
Email Marketing Daily, Ray Schultz - Thursday, October 22, 2020
The phone remains the top customer communication channel. And video chat is rising, Vonage reports. ...
- SurveyGizmo Rebrands To Alchemer To Reflect How It Helps Customers Transform
Search & Performance Marketing Daily, Laurie Sullivan - Tuesday, October 13, 2020
Alchemer helps brands like Sonos focus on their customers' experience. ...
- Email Still Used For Customer Service By Most Firms, But Patterns Are Changing: Study
Email Marketing Daily, Ray Schultz - Friday, October 9, 2020
The most mature companies are adding SMS and other channels to email and phone, Zendesk reports. ...
- 3 Biggest Impacts On Business From COVID-19
Search & Performance Marketing Daily, Laurie Sullivan - Tuesday, September 1, 2020
The biggest impacts on businesses revealed in a study from Catchpoint might surprise marketers, as companies like Verizon Wireless look to fill hundreds of permanent work-from-home customer service
positions. ...
- Telecoms: Do Not Disturb -- Most Don't Answer Customer Service Emails
Email Insider, Ray Schultz - Tuesday, September 1, 2020
Telecom operators are doing a miserable job of using email for customer service, and only slightly more than half even provide an easy-to-get-at email address, Netomi reports. ...
- Wix Debuts Cross-Channel Customer Support Platform
Email Marketing Daily, Ray Schultz - Monday, August 24, 2020
Wix Answers takes on Zendesk and Salesforce Service Cloud, the company says. ...
- Email Falls Behind WhatsApp As Customer Request Channel: Study
Email Marketing Daily, Ray Schultz - Friday, August 21, 2020
North America has seen the biggest increase in customer tickets with 19%, Zendesk reports. ...
- Pete Khanna Named CEO Of TeamSupport
Email Marketing Daily, Ray Schultz - Monday, August 17, 2020
Pete Khanna replaces company founder Robert C. Johnson, who serves on the board. ...
- Is Personalized Service More Important Than Personalized Marketing?
Marketing Insider, Harvey Chipkin - Friday, August 14, 2020
In the past, customer service has largely been a collection of silo-ed communications channels. There is a way to consolidate those channels. ...
- Email Support On Life Support: 70% Of Firms Don't Respond To Queries
Email Insider, Ray Schultz - Monday, July 6, 2020
Almost half of all brands fail to provide an email address for customer support, Netomi finds. ...
- New Tool From Astute Crafts Responses To Inbound Emails
Email Marketing Daily, Ray Schultz - Thursday, June 18, 2020
The Email Virtual Assistant reads incoming messages and uses response history and other factors to create a reply, the firm says. ...
- Rebuilding The Shopping Experience With Custom Service
Marketing Insider, Melanie Travis - Wednesday, June 17, 2020
Tips for creating a brand experience that sticks. For one: Make your customer service team your product experts. ...
- Truman Reinvents Cleaning Solutions via a Hyper-Focused Customer D2C
The MediaPost Cases, Nina Lentini - Wednesday, June 17, 2020
Do we really need another cleaning product? In an industry that's already over saturated, is their an opportunity for a new company to survive? That's the challenge Alex Reed fac ...
- How Long Will It Take Consumers To Again Eat In Restaurants?
Inside Performance, Laurie Sullivan - Monday, May 4, 2020
While the bond between people and food will never change, people's relationship with restaurants has. It depends on whether or not they use a food delivery app. ...
- How TfL Doubled Its ROI In Turning Round Bus Users' Experiences
Around the Net In MAD London, Sean Hargrave - Tuesday, April 21, 2020
It may have been a while since any of us got on a bus, but "Marketing Week" has an interesting story on how Transport for London (TfL) spent GBP6m ...
- Email Takes A Licking: Consumers Prefer Chat For Service Queries
Email Insider, Ray Schultz - Tuesday, April 14, 2020
Email has plummeted in a two-year period, especially for urgent questions, Astute finds in a survey. ...
- First Responders: Phone And Email Are The Go-To Channels For Customer Support
Email Insider, Ray Schultz - Monday, February 17, 2020
But many also use texting and in-app messaging to reach out, UJET reports. ...
- Consumers Contact Brands On Social Media For Information, Customer Service
Research Intelligencer, Rob Williams - Wednesday, January 29, 2020
Findings from a consumer survey indicate brands need to be mindful of social media channels in their customer-service operations. ...
- Hagerty Partners With MotorTrend
Marketing Daily, Tanya Gazdik - Tuesday, December 10, 2019
MotorTrend Studios will also develop a Hagerty-branded video series slated for the second quarter of 2020. ...
