Archive
Tag: Customer Service
Zendesk’s New Developer Platform Lets Brands Incorporate Customer Chat Support Into Apps
“If you don’t reach them on channels where they communicate, you’ll lose them,” Zendesk CEO Mikkel Svane told me in an interview three years ago. It was at that time when the company head detailed how the customer service and support landscape was changing. “You have to embrace all the platforms, but you have to […]
Welcome to Hotel AI
Editor’s Note: This post about hoteliers using AI was originally published on the now-defunct All Turtles blog in July 2018. You can read other articles I’ve written for that site here. It’s 2 a.m. on Thursday morning by the time you’ve arrived at the hotel and no one is around. Weary after traveling all day, you approach […]
For Intercom, All Your Customer Relationships Are Belong to You
When I started working for Intercom a year ago, the initial reactions I received were people asking: “The live chat company?” While that’s primarily the solution it’s known for, the reality is in this age where businesses flock to Facebook, Google, Slack, Kik, WeChat, and other third-party messaging services, Intercom wants to provide the same […]
The Big Problem Brands Have Communicating With Customers
Technology is often highlighted as the savior for businesses, enabling them to be better connected with their customers and adapting to the new age of capitalism. But the truth is that it’s not an “if you add it, they will come” scenario. Companies touting that they’re using live chat, bots, new age support services, and […]
End of Business as Usual: It’s Another Thing to KNOW Your Customers, Not Just Have Them
How do you view your customers? Do you create print ads, schedule media buys, develop websites and hope people will buy your products? Are you going out of your way to understand trends and evolving? If not, you’ve already doomed or stagnated your business. The marketing world has long been focused on selling and influencing […]
Pivoting To Survive: Businesses Need To Learn To Shift Attention To Their Customers
The world of business has drastically changed with the introduction of technology. No longer are businesses in control of their message. We all know that. Control has gone out the window. Sure, we all know that technology like social media has given a voice to the customer, but simply being on social networks like Twitter, Facebook, […]
The Disrupt Revolution Is Upon Us & The Internet Will Never Be The Same Again
The Internet has undergone some major shifts throughout the past few years. At first, people were clamoring about wanting to set up a website for their company. It seemed simple at first with purely static sites, but then grew in scale so that more brands wanted to have database-powered content management systems and also additional […]
It’s Time To Put Up or Shut Up: Don’t Promote Customer Service If You Don’t Follow Through
So here’s an interesting customer service story that I have to share with you… Recently, I had a somewhat “brash” encounter with a company and received some painful customer service experience. This company was Comcast (or is it xfinity? It’s so hard to tell anymore.). In the mail, I received a notice that I found […]
Apple Appears To Listen To The Social Web, Arrives At SXSW & People Flock
I’m almost set to head out to my third year at the South by Southwest conference and one of the things I had to write about was Apple’s somewhat “surprising” announcement that they were setting up an ad hoc store near the heart of the SXSW event that I was going to. When I say […]
The Story Behind Zappos’ Success Lies Behind Two Empowering Words: Deliver Happiness
It was last year at the South by Southwest interactive conference where I first heard about Tony Hsieh (@zappos) and Zappos, for that matter. But over the next few days after Hsieh’s incredible keynote, I got a chance to chat with some of the Zappos team that were present and passing out playing cards as […]
You must be logged in to post a comment.