The velocity of digital messages is insane Every digital channel you offer for customer service is a doorway to helping an...

For many companies, customer satisfaction (CSAT) scores aren’t just a ‘how’m-I-doin’ metric; they’re an...

Customers and agents struggle with your contact center Your customers are frustrated trying to get answers out of you. Ask them...

Today, we are excited to announce the integration of Messenger API support for Instagram. What does this mean for brands using...

There’s a very old story about a group of blind men who hear that there’s an elephant nearby. Curious about what kind of creature...

There’s a lot of science behind artificial intelligence, but applying it is an artform. A master of Conversational AI can build...

Customer habits and expectations have changed. Have you?  In May of 2018, according to McKinsey, roughly 20% of customer...

Trying to design the perfect IVR is like trying to train a dog to run faster than a Porsche. The entire paradigm is fundamentally...

If you use the terms “social monitoring” and “social listening” interchangeably, you’re not alone. But, it’s important to realize...

Today’s customer is going to talk about your business one way or another. They’re going to chat, tweet, post, like, and share...

Life during a pandemic taught many lessons, among them that each moment is precious. Many of those moments are spent interacting...

Twenty Twitter accounts that deliver people-powered care Addressing customers by name. Using GIFs to make communication playful....

12 handles that help customers get more for their money In From AM to PM: Twitter Customer Care in a 24/7 World, we look at how...

25 brands that step up Sometimes customers just need to hear that you’re trying to help.  When it comes to Twitter care, simply...

Twenty companies that go the extra mile It’s one thing to provide a prompt reply to a customer who tweets you with a question—and...