Customer Service | Meet Customer Expectations•

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Omnichannel

By being available on your customer's favourite 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

WhatsApp Business

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

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

Predictions for customer service in 2030

Customer service interactions can be the make-or-break moments in customer experience. In this whitepaper we asked two CX experts for their predictions of customer service in 2030.

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Why customer service is led by emotions

Customer service involves a variety of emotions. Do these emotions affect how customers interact with agents? We surveyed over 7000 consumers on why and how they contact customer service.

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Voicebots in customer service

It’s safe to say the pressure is on to deliver timely and personalised customer experiences more than ever before. So could Voicebots, the next development in Conversational AI, address the challenge? Discover more in this guide.

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Understanding the impact of chatbots

In this research you will discover how leaders and customer service representatives both support the use of chatbots and value their impact. But also have concerns that limited chat capabilities are preventing them from maximising their effectiveness.

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May 29, 2023 • Mobile Service Cloud

Service enquiries from WhatsApp Business made simple

WhatsApp has experienced over 60% growth year-on-year as a customer service channel. It’s growing fast, but what are the benefits of using WhatsApp Business for customer service? And how can customer service agents manage the increasing inbound enquiries via WhatsApp? In this blog, we'll discuss why WhatsApp Business benefits customer service and how to efficiently handle incoming messages with CM.com's Mobile Service Cloud.

May 22, 2023 • Mobile Service Cloud

A question of sport: delivering better customer experiences

Great customer service keeps fans wanting more, but how do you deal with the ebb and flow of customer contact in sports organisations?

Telco infographic blog calling lady customer journey

Feb 13, 2023 • Mobile Service Cloud

From seamless customer service to long-term loyalty: 10 retail stats you need to know

It’s an accepted truth that converting new customers costs approximately five times as much as retaining existing ones. It’s little wonder, then, that customer experience has become a major focus for companies around the globe.

Feb 06, 2023 • Mobile Service Cloud

How technology can help air travel build back better

The travel industry has endured a challenging few years through the COVID pandemic and, most recently, during the well-documented travel chaos of summer 2022. Post-pandemic, the industry has struggled to right itself, with the summer’s turmoil starkly illustrating the issues facing the industry after significant recent disruption.

Jan 30, 2023 • Mobile Service Cloud

Personalisation in retail and eCommerce: there's more than 'Hi John'

Every retail and eCommerce player knows personalisation is essential. It’s how you build customer trust, make your messaging meaningful, and keep shoppers coming back. But fewer realise how deep and broad true personalisation goes.

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Jan 16, 2023 • Mobile Service Cloud

Five ways to optimise 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 organisers - communicate with their visitors, especially regarding customer service and guest interaction.

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.

live-chat-powerful-way-to-improve-customer-service

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

Oct 04, 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” have continued to increase steadily over the past five years.