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How Conversational Commerce Can Optimize Your Entire Mobile Customer Journey?

Highlighted article • Latest News

How Conversational Commerce Can Optimize Your Entire Mobile Customer Journey?

The way in which consumers interact with companies changes quickly. Consumers who are interested in your product or service prefer to interact in real-time through their favourite communication channel. That conversation is likely to take place on mobile devices and through just one channel. For companies, it’s important that they adapt their way of interacting with consumers to meet customers’ needs.

How to start with WhatsApp Business Interactive Buttons

Nov 23, 2020 • WhatsApp

We have been waiting for the button feature since the launch of the WhatsApp Business API and this is the first step to start using them! WhatsApp released the Interactive Button Templates which provides you as a company with the opportunity to add buttons for quick replies or call to actions. Buttons are key to create a frictionless customer journey and we will explain to you why they are so important and how you can use this new feature.

How finding the right balance between technology and humans will improve customer experience

Nov 13, 2020 • Latest News

The promise of machine learning is huge. For years now, we are expecting chatbots to take over human responses in live chats. In most cases though, technology isn’t there yet. What we do see, is that the right combination of humans and technology, can lead to valuable efficiency improvements and better customer experiences.

The top 4 reasons to use Electronic Signatures

Nov 03, 2020 • Sign

We've all hand-signed an agreement or contract, only to have to scan it before sending it over email. It's not only a time-consuming process, Thankfully, there's an alternative.

Platform Updates: October 2020

Oct 29, 2020 • Latest News

Every day, over a hundred developers are working on improving the CM.com platform. In this update, we want to inform you about the latest changes made to improve your platform experience.

Smart and relevant mCommerce opportunities for Black Friday and beyond

Oct 20, 2020 • Mobile Service Cloud

Arguably the world’s biggest sales day of the year, Black Friday presents a prime opportunity to attract existing and new customers to your physical or digital store. It’s also a fantastic time to capture valuable customer data, helping you better understand who your customers are, what makes them tick, and what they’re after.

Irrelevant advertising: What to avoid when marketing to modern consumers

Oct 14, 2020 • Mobile Marketing Cloud

We live in an age of digital convenience. This means that when we need something, it's often only a click away. But the same applies when we don’t want anything! If you’re being spammed with marketing communications from that one store you reluctantly handed your email address to, it's just as easy to click on the unsubscribe button and sever communication with the brand.

Service as you know it will disappear in 5 years

Oct 08, 2020 • Mobile Service Cloud

Over the last decades customer service has traditionally relied on channels such as email, phone and face-to-face contact, but the industry is changing rapidly. As people have been relying on digital support more than ever, service as you know it will be dead in 5 years. In this article you will learn about the main drivers of changing customer service and how to tackle these challenges.

The parts of customer service that should never be automated

Sep 30, 2020 • Chatbots

Whenever self-service or customer service automation solves real problems for customers on their journeys to get their jobs done, its adoption soars. Just think about cash machines, and you see how this has been happening for decades, not just since Amazon started selling books online.

Platform Updates: September 2020

Sep 28, 2020 • Platform Features

Every day, over a hundred developers are working on improving the CM.com platform. In this update, we want to inform you about the latest changes made to improve your platform experience.

Big data and its big business potential in Africa

Sep 21, 2020 • Mobile Marketing Cloud

Data, on its own, is quite inconsequential – a small moving part in a bigger operation. Only when it is made valuable and accessible can companies explore its true potential in improving decision-making and measuring positive business outcomes.

How cloud technology can transform your brand and customer service

Sep 21, 2020 • Customer Experience

The recent spike in cloud adoption has changed the way many businesses operate. Although forced by global lockdowns, companies have started to reap benefits, including reduced costs and increased productivity – further accelerating digital transformation. With compelling business benefits, innovative cloud-based solutions empower organisations across industries to embrace change. Most of us are familiar with cloud-based platforms that are helping teams access documents, collaborate, and work remotely, but the cloud can offer so much more than that. From a customer communication and service angle, cloud platforms offer a real competitive advantage for companies looking to stand out and win brand loyalty.

Conversational Commerce, the trend shaping the future of business

Sep 21, 2020 • Conversational Commerce

While ‘Conversational Commerce’ is no new concept, the phenomenon is gaining momentum, driving innovation, and customer experience in an ever-changing eCommerce landscape. The way today’s consumers choose to communicate with brands is fundamentally shifting. Gone are the days of infuriating calls, jumping through multiple hoops to get to the right department, and confusing out-of-date websites – customers now expect to be able to engage in seamless, conversational experiences with businesses, similar to how they communicate with their friends and family.

7 tips to choose the right CPaaS provider

Sep 17, 2020 • Customer Experience

At the heart of any CPaaS provider, you’ll find one common theme – APIs. This means businesses don’t need to invest in costly hardware that lacks scalability. With the help of APIs, companies can configure and add their own real-time communication solutions on a single platform, without building any complex backend infrastructure. In this article were going to have a look at how to choose the right CPaaS vendor and what are some key characteristics that define a good CPaaS provider. We've bundled them into 7 practical tips, so they're ready to use.

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