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Blog

Aug 04, 2016

The Bot Revolution: 5 New Laws of Customer Communication

Consumers are demanding to talk to brands as casually as they talk to their friends, and they expect an immediate response 24/7. Providing that level of service is impractical—if not impossible—for most brands, without using some form of automation. Until recently, though, the limitations of automated technology meant compromising the seamless, robust experience that’s been proven to create loyal customers. Now, bots are radically changing everything we know about customer communication.
Aug 08, 2016

Is Your Self-Service Smart Enough? [Video]

Smart digital marketers known that 9 out of 10 customers try to find their own answers online before they call your company for help. For that reason, many brands have adopted customer self-service -- but how many of them have optimized the self-service experience, making it truly intelligent and personalized? Watch the 2-minute video to learn what your self-service may be missing.
Aug 20, 2016

Win at Customer Engagement Marketing with These 3 Principles

Although existing customers drive more revenue, most marketing teams spend a disproportionate amount of time on new customer acquisition. Research tells us that, no matter the industry, the majority of revenue comes from a small percentage of customers. Still, marketers spend more time on acquisition tactics -- only 16% of marketing organizations say their primary strategic focus is retention!
Aug 10, 2016

When Bots Reach Their Limit: The 4 Rules of Intelligent Escalation

Bots are ideal for providing personalized self-service, and in most cases, they can handle whatever the customer throws at them. But they will still encounter situations that require nuance and analytical thinking beyond their capabilities. That’s when they call in a human. To maintain the exceptional experience the customer has enjoyed so far, though, that escalation needs to be done intelligently.
Aug 15, 2016

Product Updates: August 2016

See what's new this month in the Astute Social and Astute Knowledge platforms. Updates include new social image detection filters and self-managed knowledge content.
Aug 29, 2016

Customer Churn: Quantifying Your Attrition Problem

Customer attrition, also called customer churn, is a measurement of how many customers stop doing business with you over a given period of time. Of course, losing customers is more than just an emotional matter -- acquiring new customers costs up to seven times as much as retaining your existing ones.
Aug 30, 2016

Chat Apps for Marketers: Everything You Need to Know about Messaging

Globally, 6 of the 10 top apps are messengers. By 2018, 3.6 billion people are projected to be using messaging apps (that’s 90% of total internet users). They have a larger user base than social media, and it’s made up primarily of Millennials and Generation Z teens who are loyal and engaged. In other words, chat apps can be a marketer’s dream.