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Social Customer Care is the foundation of great customer relationships. It refers to conversations with customers on social media channels at all stages of the purchase journey, including pre-purchase, purchase and post purchase. Different to social customer service (which predominantly
In this article we discuss WhatsApp Business use cases and how the messaging app can be used to remove friction points along the customer journey. All companies need to continually optimize the customer journey. The ‘era of the customer’, where
To reach its full potential, a communication platform needs to be fully integrated into your CRM. This creates benefits to both your customers, in terms of a contextual and convenient customer experience, and the actually user, in terms of operational
Knowing how to map the customer journey, and understanding its concepts and benefits, is critical in today’s consumer first world. Customer journey mapping leads to an understanding of how a customer interacts with your brand, including both offline and online
In August 2018, the WhatsApp Business API was released in beta. With its release, has come a whole new era of customer communication, one championing two-way, trustworthy and secure conversations between brands and their customers. As an app, WhatsApp has
Conversational Commerce : A definition Before discussing its nuances, it is important to define the term conversational commerce and identify its origins. First used in 2015 by Uber’s Chris Messina, conversational commerce refers to use of messaging applications for shopping