Articles from CM.com

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Jan 09, 2023 • Chatbots

Internal knowledge base chatbots: how to improve business operations

There’s a push and pull in a business where we are acutely aware of the need for individual, personalised team and customer communication. Still, we don’t always have the time or capacity to manage it. To this end, many opt to implement a robust internal knowledge base with an integrated chatbot functionality.

Jan 05, 2023 • Compliance

Tips to help prevent fraud in SMS and Voice traffic

With each technological advance, criminals find new ways to defraud businesses, and Communication Platforms-as-a-Service (CPaaS) are no exception. Organisations as diverse as the Formula 1 Heineken Dutch Grand Prix to DHL are enjoying the customer experience and conversion benefits of CM.com. And fraudsters want to get in on the act. Though we take every measure to assure safety, it will not stop criminals from trying. But there are some additional steps you can take to help prevent fraud.

Dec 12, 2022 • Conversational AI

Voicebot vs IVR in today’s contact centre

Wouldn’t it be fascinating to put a value on service speed for your business? How much do you think it would be worth to route customers as quickly as possible to the right place? A place where their problems can be solved in record time?

Happy customer service agent through favourite channels

Nov 07, 2022 • Mobile Service Cloud

5 tech stack essentials for improving customer service in 2023

Do your customer service tools lack the features your team needs to do its best work? And have you lost customers as a result? If so, your customer support tech stack might need an upgrade in 2023.

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Oct 31, 2022 • Mobile Service Cloud

Live chat: a powerful way to improve customer service

“The struggle that exists today pits profits against the necessity for total customer satisfaction. The truth? Not everyone lives by the credo that the customer is always right. Not everyone is as concerned with customer satisfaction as others are. But it's those who don't relent and cave into the pursuit of profits above all else who ultimately win in this ruthless business climate.” - Entrepreneur

African male chatting on his mobile phone at the airport

Oct 24, 2022 • Chatbots

Take flight! 3 reasons to use an FAQ chatbot in your agency

Tentatively at first, but with increasing urgency and excitement, we watched the world of travel open up in 2022. Undoubtedly, the travel and leisure industry suffered a significant beating over the past two years. However, smart travel companies are turning their attention to ways to differentiate themselves and emerge as battle-scarred market leaders, ready to support the impending surge of travellers.

Oct 10, 2022 • Mobile Marketing Cloud

Email marketing: 5 winning email campaign strategies for growth

What methods do you know for reaching and engaging your customers? Bulk SMS, WhatsApp, social channels, email marketing - the list is long and pretty exciting. Yes, today’s businesses have the world at their fingertips and can use communication methods that simply weren’t available back in the day.

Oct 03, 2022 • Customer Experience

Make more impact with your charity: turn potential donators into ambassadors

It’s an exciting time to be part of the charity industry. Sure, there are challenges, but there are also huge opportunities for innovation. For example, while the COVID-19 pandemic may have affected some people’s capacity to support worthwhile causes, it has also provided the drive needed to push charities toward finding new and effective ways of reaching potential donators and turning them into ambassadors.

Sep 19, 2022 • Messaging

Why does your business need a Google’s Business Messages partner?

Google is making companies even more accessible through the launch of Google’s Business Messages, allowing customers to reach you in their moment of need. While the messaging service is available as an app, larger businesses are better suited to engage with customers through Google's Business Messages API, which requires partner support.

Sep 05, 2022 • Messaging

An introduction to Google's Business Messages API

Google plays an important role in most people's daily lives, with statistics showing that the site was visited billion times in January 2022 alone. Considering this prevalence, it’s no surprise that businesses are leveraging the site to better connect with customers and Google's Business Messages, launched in 2021, are facilitating just this.

Aug 29, 2022 • Customer Experience

The value of engaging with customers during the utility customer experience

Utility companies interact with their customers on a daily basis. Think about paying a bill online or answering questions about customer usage. There are many different touchpoints and interactions within the customer journey of utilities, but how can you engage with your customers at the right moment? That is what you will discover in our seven phase customer journey for utilities.

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Jul 21, 2022 • WhatsApp

Improve the candidate experience with WhatsApp Business Platform

WhatsApp is one of the biggest messaging solutions in the world. Globally, 2 billion people use WhatsApp and 100 billion WhatsApp messages are sent per day. Therefore, WhatsApp is a vital channel for businesses to communicate with their audiences. In the recruitment market, WhatsApp has become even more common to invite potential job seekers to contact the recruiters or the other way around.

Jul 07, 2022 • Mobile Service Cloud

An actionable guide on UX using omnichannel communication

If you’re in the business of sales – whether it’s a physical product or a service – then you’ve likely come across the concept of omnichannel user experiences (UX). If you haven’t, then you need to read on.

Jul 04, 2022 • Mobile Marketing Cloud

Top 5 marketing tech stack essentials for 2022

A marketing tech stack is a collection of carefully curated marketing tools that marketers use to perform and optimise their marketing operations. Working hand in hand, these tools enhance your marketing team’s capabilities to create targeted campaigns that increase brand visibility on your customers’ preferred channels.

May 23, 2022 • Instant Messaging

How to use Google’s Business Messages to improve customer service

“How easy is it to do business with us?” If this is a question that you’ve asked your customers at any point in the last two years then you’re acutely aware of the importance of keeping your customers happy. If you haven’t asked this question, then you may find some valuable nuggets of information in this article.