Social media customer experience

Social media customer experience, a fast-growing CX channel, includes customer engagement, customer service and customer experience management as brands interact directly with consumers. It also increasingly encompasses direct sales on social media channels such as Instagram, where customers can first learn about a product or service and click through to buy.

March 04, 2020 04 Mar'20
Zendesk Sunshine CRM, social media upgrades released

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 13 Feb'20
Google's Meena AI chatbot to eventually find its way into CX

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.
September 04, 2019 04 Sep'19
Microsoft PowerApps pricing proposal puts users on edge

Microsoft's PowerApps pricing changes, expected to take effect in October, could make them too expensive for some users who connect to data outside of SharePoint and Dynamics.
July 24, 2019 24 Jul'19
Salesforce Essentials adds direct messaging channels, telephony

Salesforce expands its small-business offering with tools to facilitate customer conversations on Facebook Messenger, Instagram, YouTube and web chat.

Bring yourself up to speed with our introductory content

How to create a great customer experience strategy in 6 steps

In today's business landscape, a powerful CX strategy is key to gaining customer loyalty and a competitive advantage. Here's how to deliver a great customer experience, plus a template. Continue Reading
5 Gen Z marketing trends for businesses to consider

Those born after 1995 are driving trends online for themselves and older generations. These shared experiences are important for marketers to understand. Here are some tips. Continue Reading
brand ambassador

A brand ambassador is an advocate of a particular company's products and services. In marketing, brand ambassador may actually be a paid position and job title. Continue Reading

Weigh the pros and cons of technologies, products and projects you are considering.

Gen Z marketing strategies can benefit from new technology

Gen Z expects companies to be on the cutting edge of CX tech. New technology can help companies keep up with these demands, without having to spend a fortune on strategy or software. Continue Reading
How business messaging benefits customer experience

Who wants to call a company and wait on hold? Or, worse, send an email and wait for a response? Business messaging can avoid these hang-ups and help brands improve all stages of CX. Continue Reading
What is the role of social media in e-commerce?

In an effort to increase transparency, organizations should either integrate social media with their e-commerce platform or enable users to post reviews and rate their products. Continue Reading

Learn to apply best practices and optimize your operations.

Why social media is key to collecting customer feedback

Social media offers companies a way to hear opinions about their products, as well to interact with customers to improve CX. Businesses must know how to gather and use feedback. Continue Reading
Educate, empathize in social media strategy during coronavirus

Social media offers an opportunity to connect during a period of isolation, but brands should be careful when adjusting social media strategies. Here are some words of advice. Continue Reading
The four social media CRM best practices you should know

As social media begins to play a larger role in customer interactions, social media CRM best practices are an increasing must-have for any organization trying to keep up. Continue Reading

We’ve gathered up expert advice and tips from professionals like you so that the answers you need are always available.