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Jan 05, 2022 • Mobile Service Cloud

The Strategy of Customer Service Channels for eCommerce

The next time you walk into your favorite brick-and-mortar clothing store, try noting the number of service interactions you encounter in a single visit. You won't get a similar experience online. It's time for multichannel retailers to reimagine the customer experience in a digital setting. Think — immersive, personalized experiences that grab shoppers' attention.

Dec 23, 2021 • Platform

Platform Updates: December 2021

Every day, over a hundred developers work hard to improve the CM.com platform. In this update, you can read everything about the latest changes.

Dec 16, 2021 • Chatbots

5 Use Cases of a WhatsApp Bot

With around 2 billion active users in more than 180 countries, WhatsApp is a prolific communication app that is primed for business use. The WhatsApp chatbot – or bot – in particular, is a valuable communication tool for businesses when implemented effectively. Here’s a look at five use cases for the WhatsApp bot.

Dec 15, 2021 • CM.com

The Tech Trends of 2022: Innovations That Will Reshape Business In The Future

As 2021 comes to an end, many businesses are still responding to changes in the business environment brought on by the COVID-19 pandemic. The global crisis introduced the necessity to innovate, forcing many to rethink how they communicate with their customers and repackage product and service offerings for the new landscape – a landscape defined by digital transformation.

Dec 14, 2021 • Platform

CM.com Response to the Log4J Vulnerability

On 10-12-2021 CM.com became aware of the Log4J security vulnerability also known as CVE-2021-44228. We would like to share with our customers how we've acted upon the zero-day vulnerability.

Dec 13, 2021 • Sign

How to Easily Create an Electronic Signature in 5 Steps With Sign

Research suggests that many individuals continue to believe that creating an e-signature is a complicated process. This means that many of them stick with the status quo - using traditional “wet” signatures even though they are associated with higher costs, lower productivity levels, and a more harmful impact on the environment.

Dec 10, 2021 • Customer Experience

Avoid Losing One Third of Your Customers in One Day

According to PwC's Future of Customer Experience report, 32% of customers will leave a brand after just one bad experience. Even when they love your brand, 59% will walk away after two bad experiences.

Dec 08, 2021 • Instant Messaging

What Is WhatsApp Business? Top Benefits of the Most Popular Messaging App

Are you interested in learning about WhatsApp Business and what it can offer as a customer support tool? Introducing a new channel can be time-consuming and tricky – but not to worry. We’ve broken down everything you need to know about WhatsApp Business to prepare you for this new addition to your omnichannel toolkit.

Dec 08, 2021 • Customer Experience

What is Integrated Customer Service and what are its benefits?

Elevate your business' service experience with integrated customer service. Learn what this is, its benefits and how to get started.

Dec 07, 2021 • Mobile Service Cloud

Top Ten People Skills for Effective Customer Service Representatives

Dealing with customers on the phone, through email, or via live chat requires a variety of people skills. A good customer service agent needs the delicacy of a diplomat, the verbal agility of a politician, the empathy of a therapist, and the good nature of a helpful friend.

Nov 30, 2021 • SMS

How to Make Your SMS Strategy Succeed

So you wish to set up a SMS strategy for your business? Not a bad idea, considering the 5.1 billion people around the world who are subscribed to mobile services. That's a whopping 67% of the global population within your reach with this powerful communication tool.

Nov 29, 2021 • Voice

Why Microsoft Teams Direct Routing Is the Must-Have Solution for Your Business

Microsoft Teams has become a staple of the business world. Part of its boost in popularity is thanks to the fact that working from home became the norm in recent times. That it is currently one of the fastest growing products in the world should come as no surprise. Microsoft Teams handles our internal communications, meetings and offers options for document management and app integrations. But did you know you can also use it as a platform to make business calls?

Nov 22, 2021 • Mobile Service Cloud

The Seven Essential Conflict Resolution Skills for Customer Service Representatives

People typically buy from you because of your note-worthy product, service, or brand reputation. In contrast, they most frequently stop buying from you because of poor customer service.

Nov 19, 2021 • Mobile Service Cloud

5 Benefits of Google's Business Messages

Google's Business Messages will allow you to meet your customers where they are in their moment of need. Learn more about this conversational messaging channel and what five benefits it can have for your business.

Nov 12, 2021 • Mobile Service Cloud

How Do You Create a Tagging System for eCommerce Customer Service?

Once your customer service team has more than three employees, it is difficult to explain to the rest of the organization what the customer service conversations are about. Adding tags to service conversations is a good method to tackle that problem.

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