Deliver Service on Your Customer Terms•

Create unique, personalized customer service experiences to enhance satisfaction.

By using WhatsApp chatbots, provide quick and accurate responses to customer inquiries, freeing up human customer service agents to handle more complex issues. Pre-Define your own unique FAQs and let our chatbot handle your WhatsApp conversations.

Fast Support

Make sure your customers get support as quickly and as accurately as possible. Expected response times vary by person and by channel.

The Way Your Customer Wants It

Let your customer decide how, when, and using what channel they want to contact you. Is it via a chatbot? Or by phone?

Conversational Commerce

Help your customers complete a payment, or sign a contract, within the conversation. Turn conversations into conversions.

Proactive Service

Keep your customers up-to-date with proactive service. Send personalized messages via any channel.

Automate

Automate routine tasks to eliminate annoyances. Provide a smooth customer service experience. Find the right balance between automation and personalization.

6 Predictions for Customer Service in 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 for the future?

Discover the Predictions

A customer service experience can impact the way your customers perceive your brand. The customer service department is expected to display your brand as trustworthy and help every customer in the way they prefer.

Some customers prefer self-service, while others prefer personal contact. Find the right balance between automation and live contact, independent of channel. Empower your agents to deliver great service experiences across channels.

Continuously evaluate your customer service and think of ways to optimize experiences during the entire customer journey.

Automate conversations in a smart, personalized way. Help your customers find answers themselves with an AI chatbot, voicebot, or other self-service solution.

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Engage with your customers through the desired communication channel, such as Live Chat, WhatsApp, or SMS. Manage all conversations in Mobile Service Cloud.

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Customer service via WhatsApp? It's possible with our WhatsApp Business Solution. Use the WhatsApp Business API or Mobile Service Cloud to contact your customers via WhatsApp.

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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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Conversational Messaging Guide

Which channel do you use to contact your customers? Nowadays it's not quite as easy; customers want to reach you through their favorite channel. In this guide, you will read how to facilitate this.

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Conversational AI in Customer Service

The balance between personal contact and automation is still important. Wondering what AI can mean for customer service? In this paper you will discover 5 reasons to start with Conversational AI.

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Get Inspired

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?

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.

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.

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.