Social media customer experience
- March 04, 2020
Zendesk upgraded Sunshine CRM and Support platforms to manage digital customer conversations, and added e-commerce tools that enable agents to work through order and payment issues.
- February 13, 2020
Experts say Google's Meena chatbot is a leap forward in conversational AI. But using it for websites and customer service will require all-new deployments and training methods.
- July 24, 2019
Salesforce expands its small-business offering with tools to facilitate customer conversations on Facebook Messenger, Instagram, YouTube and web chat.
- June 13, 2019
Zendesk courts enterprise customers with a chatbot SDK that extends self-service tech into internationally popular chat apps, while Duet bundles Zendesk Support and Sell platforms.
- March 27, 2019
Adobe makes a play for customer experience leadership by adding Magento- and Marketo-based clouds and building it on the Adobe Experience Platform foundation to unify the data.
- April 06, 2018
By looking at its social media data with Salesforce, Harvard Graduate School of Education saw more than 65% of article traffic generated through social media.
- March 02, 2018
Marketers interested in social selling need to weigh whether to use chatbots or deploy actual customer service agents. The decision depends on a number of variables.
- October 27, 2017
The recently released Salesforce offering is the latest in a line of social selling tools meant to help customers identify which ads are working on Facebook and which are not.
- March 31, 2017
With Sales Navigator enhancements, which include an enterprise edition, LinkedIn hopes to capitalize on sales reps' increasing use of social media as a sales tool.
- June 16, 2016
There are a number of tools that help companies collect and analyze customer data behind the scenes, but the most valuable interactions may happen out in the open on social media.
- January 08, 2015
In this book excerpt, thought leader and author David Giannetto discusses ways companies can cost-effectively identify and gain customers.
- August 26, 2010
Rosetta Stone has launched a program to use Facebook as a customer service channel. It’s all part of a company-wide initiative to be more social.
- December 14, 2009
Taking a "persona" view toward social media channels can help marketers build campaigns and craft the right tone for their message.
- November 10, 2009
In his first article evaluating the marketing side of social CRM, Allen Bonde offers up some definitions and a framework for discussion.
- June 10, 2009
Web 2.0 technologies are changing the way companies build customer loyalty and customer satisfaction. In this podcast, Don Peppers talks about Web 2.0 technology must-haves, how to use social networks to improve customer satisfaction and how ...