- 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. ...
- Porsche, Buick Rank Highest In Sales Satisfaction
Marketing Daily, Tanya Gazdik - Wednesday, November 13, 2019
Porsche ranks highest in sales satisfaction among luxury brands for a second consecutive year -- the fourth time since 2015. ...
- Hunter Douglas Uses Speech Analytics Feedback To Improve Customer Experience
Search & Performance Marketing Daily, Laurie Sullivan - Friday, October 18, 2019
Manufacturer and marketer Hunter Douglas analyzed customer communications to identify when and how customers experienced issues with its products and improve its customer service and products by using "unsolicited feedbac ...
- Now Hear This: Amplifon App Exceeds Expected Results
The MediaPost Cases, Nina Lentini - Wednesday, October 2, 2019
Amplifon needed a service to help its customers get comfortable with their hearing aids, learn how to use them quickly and simply and get the maximum benefit to ensure continu ...
- Macy's Changing Its Marketing Strategy
Search & Performance Marketing Daily, Laurie Sullivan - Friday, September 20, 2019
Macy's will begin testing same-day delivery in 30 markets for online orders of $75 or more beginning Oct. 1. ...
- SharkNinja Analyzes Keywords In Reviews To Improve Customer Service, Reduce Costs
Inside Performance, Laurie Sullivan - Wednesday, September 11, 2019
SharkNinja marketers worked with Clarabridge to analyze keywords and identify unmet consumer needs -- not just in the company's own products, but competitive products too. ...
- Customers Are Forever In New Strategic Approach
Email Insider, Ray Schultz - Thursday, August 29, 2019
Most firms are not yet focusing on customer success, and those that are face impediments, Strikedeck reports. ...
