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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…

Oftentimes, the word “eCommerce” conjures up images of a shopper browsing a website, adding an item (or items) to their cart, and then completing the checkout process. But the reality is, there are plenty of new, innovative ways of purchasing products online – including social commerce, conversational commerce, and augmented reality – just to name…

What’s Next for Conversational Commerce Ads – and Why it’s Worth Your Attention For centuries, businesses have leveraged the power of conversations to build trust and grow sales. For example, the most successful door-to-door salespeople became proficient at making quick connections with prospects – and then closing the deal. And the best in-store sales associates…

One of the first topics covered in just about any introductory business class is the sales funnel and the stages within it. In other words, the steps a consumer goes through when making a purchase.  Though there are many variations of the sales funnel out there, a simple one (that’s relevant to B2C brands) might…

At this year’s Shoptalk, the topic of new channels was one that came up time and again. There were sessions focused on it, as well as conversations at networking events and the expo hall.  Clearly, it’s a topic that’s top of mind for brands and retailers. In fact, 75% of Shoptalk attendees said that new…

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…

Chat apps have the potential to become a leading CRM communication channel, especially for simple inquiries. Why? People love chat apps. Many people—possibly even you—visit chat apps multiple times a day to connect with friends, family, and increasingly brands. Customer-centric service requires that you join your customers in all their favorite chat apps, and that…

Providing great service is essential to winning new customers — and retaining the ones you’ve got. Case in point? According to Salesforce, nearly three-quarters of consumers have made purchase decisions based on their customer service experiences. And 91% indicate that a positive customer service experience improves the likelihood of a repeat purchase. But the channels…