Build Customer Retention through Business Texting
This guest post is written by Michael Janowski, Marketing & Brand Manager for Corporate Dynamics, Inc. A few years ago, I finished my Masters study at Eastern Illinois University in the little town of Charleston, IL. Approaching Charleston from the West, you can see the outline of EIU’s signature building: Old Main Castle. It’s a beautiful […]
Year End Review: Customer Service Trends in 2015 and Beyond
As we look back on 2015, it’s tempting to refer to that age-old adage: “The more things change, the more things stay the same.” This year, that couldn’t be further from the truth. That’s because 2015 was the year the technology really made its presence known in customer service. Automation, artificial intelligence, social media, CRM […]
OneReach Helps Power City of Evanston’s Restaurant Inspection Text Messages
The city of Evanston, Ill. has worked with OneReach to provide residents with the ability to check the health inspection scores of local restaurants over text.
Why Contact Centers Should Offer Texting to Customers
This post originally appeared on ICMI. The use of digital channels for customer service is on the rise. Recent research by Dimension Data found that over 35% of contact center interactions are now digital, not voice-based. In fact, digital interactions in the contact center will surpass voice interactions in two years’ time. Text messaging is […]
Weekly Review: 12/18 Edition
Happy Friday! Here’s our five picks for the best customer service, customer experience and mobile articles of the week, in no particular order.
Text Messages vs Push Notifications: Some Key Considerations
Push notifications are big business. Apple has sent over 7.4 trillion push notifications since the launch of iCloud in 2011, and research has found 84% of millennials respond to retailers’ push notifications. In fact, Facebook has even create an app specifically devoted to notifications, and the New York Times has an 11-person team dedicated to […]
Weekly Review: 12/11 Edition
Happy Friday! Here’s our five picks for the best customer service, customer experience and mobile articles of the last week or so, in no particular order.
What the U.S. Can Learn from Mobile Payments in Africa
Mobile payments have exploded in popularity just within the past year—40% of U.S. consumers have used mobile payments in 2015, compared to just 8% in 2014. In fact, mobile transactions are expected to surpass half a trillion dollars ($560 billion) in 2016, and Gartner predicts that mobile commerce will make of 50% of all U.S. […]
[INFOGRAPHIC] Mobile Apps vs Text Messaging
Does your business really need an app? Unless you’ve really got your heart (and wallet) set on it, probably not. Compare mobile apps and text messaging with this handy infographic.
Why Your Mobile Strategy Isn’t Complete Without Text Messaging
In today’s world, customer service is no longer restricted to a simple phone call. A recent report from Dimension Data found that digital interactions account for 35% of all contact center interactions. In fact, customers are so vested in the idea of emerging channels that contact centers have ranked it their number one priority. As […]