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In the past, a person would pick up the phone when they needed to get in touch with a family member or friend. But these days, they’re more likely to turn to messaging services and apps like texting, WhatsApp or Facebook Messenger to stay in touch. In fact, in 2021, the number of people using…

Consumers have certain, basic expectations when it comes to customer service. That’s nothing new. For example, most have always expected friendly agents and quick resolutions to their issues. But these days, consumers have higher standards than ever before. Per Salesforce’s State of the Connected Customer, over half of consumers say the crises of the past two…

Walking into a brick-and-mortar store and speaking with a sales or customer service associate or picking up the phone and dialing an 800 number were once the primary ways consumers communicated with brands and got pre- and post-sale service. But that’s no longer the case. Today, consumers seek out service via a variety of different…

Generic, one-size-fits all service and experience simply won’t cut it for modern consumers. In fact, according to Salesforce’s State of the Connected Customer report, over half of customers expect offers to always be personalized. In order to deliver personalized, relevant experiences to customers, brands must have access to the right data. But while it’s clear…

Sometimes, when a shopper is in the market for something you sell, they bring up your eCommerce site on their web browser of choice and go from there. But oftentimes, that’s not the case. Instead, many shoppers choose to start the digital purchase journey elsewhere — often on Amazon or Google. A survey from CivicScience, cited…