Nov 30, 2016

Real Time Engagement via Video: Why, How, and When to Use It

Real-time video engagement has seen enthusiastic adoption from customers who have experienced it first-hand, and brands who support it will be better equipped to provide a higher level of service.
Nov 09, 2016

The Digital Customer Experience: Are You a Dinosaur or a Master?

Digital touch points permeate every aspect of consumers’ lives these days, so it shouldn’t come as a surprise that expectations are very different than they were even a few years ago. Providing the right digital customer experience takes much more than just adding a virtual agent to your website or even creating a mobile app—you have to be ready to transform your business from a digital dinosaur to a digital master.
Nov 04, 2016

Customer Data Security Part 4: Consumer Privacy and You! The Shared Responsibility Model

Cloud services have increasingly become a critical part of many organizations today -- and cloud customer service is no exception. The ability to solve business problems without having to deal with the headaches of owning the technology is extremely compelling. Many companies are reaping the benefits of the cloud, cutting costs and focusing on their core business. However, there are a few things to think about when you purchase these services, especially when it comes to compliance and privacy issues.
Nov 14, 2016

Product Spotlight: November 2016

Check out the recent word cloud enhancements in Astute Social.
Nov 14, 2016

What Is Consumer Engagement?

It’s not enough to just talk about your brand and hope it gets noticed—statistically, it won’t—you have to talk TO someone. You have to do more than get and keep their attention; you must also convince them to take an action in response. In other words, if you’re not engaging consumers, you have very little hope of turning them into loyal customers.
Nov 17, 2016

Customer Interaction Through Chat: 3 Reasons to Start Using Chat for Customer Service

Let's travel back to the last time you were handling a product and needed some help. Not only were you likely frustrated or upset over dealing with the issue at hand, but were struck with that feeling of dread over picking up the phone and calling customer service. You're not alone!
Nov 20, 2016

What Is Customer Knowledge Management?

Customer knowledge management refers to the tools and processes that a company uses to capture, store, organize, access, and analyze data about its customers, for the purposes of enhancing its sales, retention, and engagement efforts. If you follow best practices, the result will be a unified, 360-degree view of the customer.
Nov 21, 2016

Making the Most of Chatbots and Artificial Narrow Intelligence in Customer Interactions

With so many business buzzwords out there these days, the true meaning can become easily lost. One such word? Seamless. A fancy word, but what does it mean and how does it apply for your business? Why should you care? As Forrester notes, “Successful brands focus on developing a seamless experience that ensures each touchpoint interconnects and contributes to the overall journey.”
Nov 29, 2016

5 Tips on Embracing Chat in Customer Service

As a brand, customers want you to value their time and to communicate in a meaningful way -- and chat can make that happen. If you are left wondering why you should care or what using chat can bring you, there are several benefits. Customers want to know they can trust you, and you want to have their brand loyalty. Chat can help lower the barriers to first contact, increase conversion, and help brands develop genuine relationships with customers.