TreamSupport IBM Watson

TeamSupport brings an emotional layer to customer service engagement with AI-based sentiment analysis

B2B companies that offer customer service primarily through e-mail and chat can get a better sense of their emotional state through a sentiment analysis feature TeamSupport is introducing to enterprise versions of its software. Dallas-based TeamSupport said the sentiment analysis functionality will be based on the natural language processing (NLP) technology used by IBM’s Watson […]

Rackspace CMO Mark Bunting

The new Rackspace CMO is ready to elevate the brand’s ‘fanatical support’ messaging

The concept of ‘fanatical support’ may be one of the best known brand attributes at Rackspace, but its new chief marketing officer wants to make the managed service provider equally known for providing an overall more radical experience with cloud computing. Earlier this month Rackspace, which is headquartered in San Antonio, Tex., announced Mark Bunting […]

Conversocial

Conversocial CEO predicts customer service shift from phones to private messaging applications

We tend to think of social media services as public forums where everything we say or do is visible, but the CEO of Conversocial predicts a rise in the use of private messaging functions will soon change the way businesses solve some of the most sensitive customer service challenges they face today. Conversocial, which has […]

customer service

4 Tech trends that could improve customer service in 2018

Understanding the customer service industry and its unique relationship with technology can be a challenge. This difficulty primarily stems from the fact that both employees and customers interact directly with customer service technology every single day. It’s not simple server management technologies handled by a small, sophisticated networking team. Making sure all customer service solutions make sense […]

e-commerce

CloudCraze research forecasts growing shift towards e-commerce in B2B sales

Nearly 90 per cent of those making B2B purchases believe they’ll be offering products by 2022 that customers will mainly buy through e-commerce rather than a traditional sales rep, according to a research report from CloudCraze. In a look at how e-commerce will drive revenue growth outside of the consumer segment, Chicago-based CloudCraze, which offers […]

CMO Council

CMO Council Exec Says Survey Shows ‘Arrogance’ of B2B Marketers Must End

More than half of consumers across the U.S., Europe and Canada say company websites and e-mail remain their go-to channels — a sign one CMO Council exec says the “arrogance” of B2B marketers must come to an end. In The Customer In Context: Understanding The Real Expectations of Today’s Connected Consumer, the CMO Council and SAP […]

social media campaigns

How to Execute Effective and Robust Social Media Campaigns

The days of bypassing social media marketing have long passed. Today there isn’t a business, organization, government agency or a corporation that doesn’t have a presence on a social media channel. Unlike the traditional ways of marketing social media forces a dialogue, or a two-way communication to transpire. Marketers take social media networking seriously. According […]

knowledge base

9 Myths About Knowledge Base That Keep Businesses From Growing

Although more and more businesses are entering the world of knowledge management, a great number of business owners are still skeptical about using a knowledge base system. They continue to use old strategies for sharing their content, both within their business organization, and with their customers. They choose the path of least resistance, because it […]

B2B Solution of the Week: How your company can use omnichannel marketing to improve customer experiences

B2B buyers have changed. Shaped by their consumer expectations and enabled by technology, B2B buyers demand a consistent, personalized experience at every stage of the customer journey. Although B2B sellers have progressed developing digital touchpoints, most struggle to weave them into existing channels and create an engaging, seamless omnichannel customer experience. Using a recent report […]

What you need to know about Twitter’s customer service handbook

Twitter is taking aim at customer engagement and personalized brand marketing with the release of a new report, the “Customer Service on Twitter Playbook”. It look at how customers are engaging more with brands on Twitter, especially for customer service issues (or social care, as it’s also known), and how brands are responding to those requests, […]

14 ways to get more out of your B2B customer surveys

Regularly B2B marketers are tapping into their audience for data that they’ll then use as fodder for any number of marketing strategies. Such data could help inform infographics, blog posts, white papers, webinars, etc. Thanks to surveys, they can produce content that answers questions their readers have, and they’re engaging with buyers to let them know they’re interested […]

Why your business needs a customer advisory board

Guest post by  Brian Crotty, Chief Operating Officer at Broadview Networks All successful companies experience change and a natural evolution as they grow, whether that includes mergers, reorganizations, a new product niche or shifting business goals. As businesses continually redefine what makes them successful, it is vital that they regularly source customer feedback as part […]

How can you get more clients out of your existing customer base?

What every startup or entrepreneur needs is not only a great idea, a smart business model and a strong staff backbone, but also a growing customer base. One important way to attract more accounts is through your existing customers. Aaron Goodin, CEO and Founder of Tack, a media technology startup, notes that, “What most startups often overlook is the value […]