In addition we maintained our operational efficiency while managing to serve our customers with same day shipping and 24/7 customer service through various channels including social media, site chat and email." 2017 was Adam & Eve's 3rd record sales year in a row. In the last five out of six …

New York, NY: Sprinklr, the social platform for managing customer experiences at scale, today announced its integration with Viber, an application that … can engage with customers on Viber and analyze these interactions directly in Sprinklr, resulting in improved customer service and actionable data to … Read More

Under her leadership in 2016, DPSS launched the LEADER Replacement System, the largest social services public assistance web-based system in the nation. Through her actions, Spiller has set an expectation of what needs to be done to provide excellent customer service to the department's 3.5 … Read More

In addition, more than 40 percent of all data analytics projects will relate to an aspect of customer experience by 2020. Already, Gartner says the use of data and analytics is already prominent across marketing, sales, digital commerce, customer service, social media management and field service … Read More

This is the first time Viber has integrated its app with an enterprise-level social management platform. This move will let brands analyse interactions with customers on Viber, gleaning actional data to inform customer service and business decisions. The app currently has 900 million users worldwide. Read More

So not only are contact centre advisors with social hobbies intrinsically more optimistic than those with active or sedentary hobbies, but they also have a more collaborative approach when resolving conflict – two ideal features in customer service roles. According to these findings, front-line staff who … Read More

"Your social media is your storefront where customer relationships happen," said Karla Campos, Founder of Social Media Sass, an influencer marketing company. "Sure you can have great graphics but if you are bad at customer service, it's definitely going to have a negative effect on your business. Read More

NetBase is the award-winning social analytics platform that global companies use to run brands, build businesses and connect with consumers every second. Its platform processes millions of social media posts daily for actionable business insights for marketing, research, customer service, sales, PR … Read More

By 2020, it is expected that a quarter of customer service operations will use virtual customer assistants (VCAs), including chatbots, only an increase … “VCAs are being implemented for handling customer requests on websites, mobile apps, consumer messaging apps and social networks,” Alvarez said. Read More

Chatbots and messaging apps became more valued customer service tools for companies and consumers alike. And AOL Instant Messenger bit the dust. But the biggest social stories over the past year have been dominated by Facebook, Andrew Selepak contends, director of the graduate program in … Read More