The Salesforce Commerce Cloud empowers retailers to unify customer experiences across all points of commerce, including web, social, mobile and store. From shopping to fulfillment to customer service, the Commerce Cloud delivers 1-to-1 shopping experiences that consistently delight customers, … Read More

“Our customer service is pretty terrible,” he said: “We do instead invest in technology and make customer service obsolete. … provides disruptive mobile services including what it describes as the “world's first 100 per cent free mobile plan”, along with a suite of devices, digital services, and social sharing. Read …

Because they are integrated alongside the management of the social channels, Spredfast users can now see the ratings and reviews across all locations, label and route reviews or comments for urgent attention, gauge sentiment tracking and track responses as if they were customer service operations. Read More

Our customer care team has a CSAT rating of 2.8 on 3 with an average first response time on chat of less than 15 seconds. Customer satisfaction was also bolstered by launching Success Packages, offering our customers 3 tiers of support for our CX Social suite in order to ensure …

One company that had recently transformed from service provider to a cloud provider was simply setting up its LinkedIn and Twitter accounts, while … They integrated social media training into their customer support because that's where a growing number of technical concerns were surfacing with the … Read More

“We are on ten different social media channels, and we are quantifying the value with ROI, data-centric metrics, driving revenue.” The bank, which is partnered with digital marketing service Sapient Razorfish for its Customer Care media strategy, doesn't approach social media as a “product push” or rely … Read More

It has inspired services like GetHuman, which reveals brands' contact information, and fueled consumer's top complaint: not being able to speak to a human. This is bad business. If your team has invested in social care, you're directing customers away from their favorite (and your most effective) channel. Read More

The Gartner group now forecasts that within two years AI will disrupt the jobs of one million phone-based customer support agents. Open rates on chat messages average 98%, which makes Facebook's near-zero social posting delivery rate look almost pointless. A chatbot can handle hundreds of … Read More

People are constantly demanding for an increase in the quality of customer services that businesses can provide and this is one of the biggest areas where Artificial Intelligence can impact in modern day marketing. Studies show that about 42% of customers who make product inquiries through social … Read More

Leary was quick to add, however, that the social component is a growing part of customer service and marketing, but it's becoming impossible to manage on an ad hoc basis because of the proliferation of ways customers can engage with a company. "There are more channels now, there are more …