Improve Your Customer Service Conversations•

Omnichannel

By being available on your customer's favorite channel.

Fast and Effective

By deploying the right tools to reduce handling time.

Personal

By using data insights to add a personal touch.

Customer Service Software

Integrated customer service software makes service easier for your customers and employees. Customers can ask questions via any channel, with you quickly answering them all from one single inbox.

Integrate All Channels

Customer service via WhatsApp? It's easy using the WhatsApp Business Solution. Use the WhatsApp Business API or Mobile Service Cloud to manage all your conversations.

Start the Conversation

Virtual Assistants, AI Chatbots & Voicebots

Help your customers find answers with a virtual assistant, AI chatbot, voicebot, dynamic FAQs, or knowledge base. Automate conversations in a personal way. Create your self-service solutions.

Start to Automate

Why Customer Service is Led by Emotions

Humans are emotional beings. No wonder we see many emotions in customer service. But what kind of feelings do people experience? And how does this impact your brand? Discover this, and more, in our latest research.

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6 Customer Service Predictions for 2030

What will customer service look like in 2030? Since we can't predict the future, we asked Brian Manusama and Michiel Gaasterland to share their expectations. Are you ready?

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8 Customer Service KPIs

Use data to improve your customer service performance. But how do you measure performance? In this paper you will read the 8 most important customer service KPIs, divided into customer KPIs and operational KPIs.

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Get Inspired

customer service research about channels and phone

May 05, 2023 • Mobile Service Cloud

What are the most effective customer service channels?

Do you recognize the feeling? Imagine you want to change your address, send a message, and await a reply. And you wait. And wait some more. Do you feel annoyed? Or will you try to get the job done via another channel? Now, back to your business. How easily can your customers reach you via their preferred channel?

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Jan 09, 2023 • Mobile Service Cloud

How to Use WhatsApp for Tracking and Order Updates

Even the most easy-going among us can get a bit nervous if we don't know what's going on with our order. We've all been there, combing through our emails from the past month searching for payment confirmation, or fretting about whether our product has accidentally been shipped three-quarters of the way around the world to an unknown location, never to be seen again.

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Oct 31, 2022 • Mobile Service Cloud

Five Ways to Optimize Customer Service in the Leisure Industry

The leisure industry is undergoing a tremendous shift in how service providers – be it sports stadiums, venues, or events organizers - communicate with their visitors, especially regarding customer service and guest interaction.

Oct 25, 2022 • Mobile Service Cloud

Personalization in eCommerce: there's more than 'Hi John'

Every eCommerce player knows personalization is important. It’s how you build customer trust and comfort, make your messaging meaningful, and keep web shoppers coming back. But fewer realize how deep and broad real personalization goes.

Oct 14, 2022 • Mobile Service Cloud

8 Touchpoints to Engage With Candidates During the Candidate Journey

For candidates searching for a new role, it’s easy to feel lost as the hiring process drags on, like just another applicant among many. In this setting, why would top talent choose an organization that doesn’t make them feel wanted?

Oct 03, 2022 • Mobile Service Cloud

Why Offering Customer Support by Phone Is Essential

Who says Gen Z and millennials don’t like to pick up the phone and call? In many cases, the telephone is the preferred customer support contact method for 69% of consumers of all ages. At the same time, Google searches for “phone number customer service” in the US have continued to increase steadily over the past five years.

New Voice in Mobile Service Cloud happy men calling

Oct 03, 2022 • Mobile Service Cloud

5 Questions About Voice in Mobile Service Cloud

Thinking of customer service, the first image that comes to mind is people with headsets in a call center. Those days are gone – with all messaging channels playing a vital role in our daily lives, the call center has evolved into a contact center. We expect to communicate with companies as we do with friends and family. Sometimes a quick chat will do, while another time you prefer a phone conversation. At CM.com we understand this. That’s why we’ve added Voice as a channel to Mobile Service Cloud: connecting customers and companies via phone, and any messaging channel. In this article, you’ll find out more about Voice in Mobile Service Cloud.

Sep 26, 2022 • Mobile Service Cloud

How to Improve Your Delivery Service With SMS Notifications

If you're active in today's transport and/or delivery business, you'll face new challenges to keep your customers happy on a daily basis. Customers expect fast and flexible, and sometimes even same-day, delivery. Time is money, costs need to be cut, and regaining control of the delivery process will significantly benefit your business. SMS can make a difference!

Sep 26, 2022 • Mobile Service Cloud

How to Meet Customer Demand on the Move

Today’s transport operators face a fresh set of challenges. Sharing data between different parts of the organization. Keeping customers happy across a multitude of channels. And leveraging technology to answer customer expectations—which can be summed up as “get it right, right here, right now”. These aren’t simple issues.