- 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 ...
- 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 f ...
- 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 custom ...
- 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 li ...
- 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 ...
- 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 ema ...
- 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 mig ...
- 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 custom ...
- 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 s ...
- 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 ...
- 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 t ...
- 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- ...
- 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 f ...
- 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 a ...
- 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 yo ...
- 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 alrea ...
- 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 relationsh ...
- 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 ...
- 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, Astu ...
- 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, UJ ...
- 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 ...
- Hagerty Partners With MotorTrend
Marketing Daily, Tanya Gazdik - Tuesday, December 10, 2019
MotorTrend Studios will also develop a Hagerty-branded video series slated for t ...
- 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 seco ...
- 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 a ...
- 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 the ...
- 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 orde ...
- 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 consum ...
- 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 th ...
- Sparkcentral Partners With Freshworks On Customer Service
Email Marketing Daily, Ray Schultz - Wednesday, August 28, 2019
Freshworks offers Freshdesk, software that facilitates customer support conversations in email a ...