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Everybody Talks About CX, but Nobody Does Anything About It
November 21, 2017
Customer experience quality didn't improve in the retail industry this year, despite keen competition among online retailers, according to Forrester's U.S. 2017 Customer Experience Index. The three top-ranked etailers came within fractions of a point of each other. Among the industries Forrester examined, online retail was the only one in which no brands kept the same position as last year.
Content Analytics' VP Kenji Gjovig: There's Chum in the E-Commerce Waters
November 15, 2017
Content management is all about making sure that a product item page "has all of the information that a customer needs to buy an item or have a good experience with it afterwards," said Content Analytics VP Kenji Gjovig. "A content management system has the ability to set up new items, post images and video, and create a robust title and detailed item description."
Real Human Interactions Beat Automation, Survey Says
November 13, 2017
Customers prefer human interactions to IVR systems or other automated customer service offerings, according to a new report from B2B ratings firm Clutch. Businesses need to move carefully when outsourcing customer service operations, the research also suggested, because there are big differences depending on a number of factors, including how familiar reps are with the local language.
Dreamforce Pivot
November 9, 2017
Dreamforce 2017 is in full swing this week in San Francisco, which means that Salesforce is changing, shedding a skin to reveal a new and improved creature. This time, rather than announcing a new cloud or a mountain of technology, the company seems focused on improving what it has and delivering a tighter and more powerful solution set for a future that's just emerging.
5 Ways Etailers Can Make Online Shoppers Feel Safe
November 8, 2017
At least 145 million Americans were impacted by a data breach at Equifax that netted thieves personal information such as names, addresses, birthdates, Social Security Numbers and driver's license numbers. That pales in comparison to the earlier Yahoo breaches, which affected more than 1 billion accounts. However, those incidents may be just the tip of a very large iceberg.
Facebook Messenger Jumps to Business Websites
November 8, 2017
Facebook on Tuesday announced that it was preparing a plugin to its popular Messenger platform that will allow a website's visitors to chat with a human or bot without leaving the location. Customer Chat is one of a number of changes in the version 2.2 update of Messenger platform revealed at the Web Summit in Lisbon, Portugal. The chat plugin will be available on desktop and mobile devices.
5 Innovative Ways to Inspire Customer Loyalty
November 6, 2017
Getting customers -- and keeping them -- is the name of the game in e-commerce. "The e-commerce market is crowded and noisy, and brands need to do everything they can to differentiate themselves from the pack," said Eric Hansen, CTO of SiteSpect. "Loyalty programs do just that, giving a brand the edge they need to stay a step ahead of their competitors."
6 Ways E-Commerce SMBs Can Offer Great Customer Service on a Tight Budget
November 1, 2017
Keeping customers satisfied is the No. 1 priority of any retail business. Technological advances such as interactive voice response systems, chatbots, omnichannel accessibility and robotics have helped many large e-commerce companies improve customer satisfaction rates. However, these options require financial and manpower resources that small and mid-sized firms often don't have.
Oil Patch CRM
October 31, 2017
A recent story chilled me to the bone. The headline supplies all the reasons: "Saudi Arabia's Grand Plan to Move Beyond Oil: Big Goals, Bigger Hurdles." At first glance, this doesn't ring any CRM bells, but maybe it should. Why would any business or business-state contemplate moving out of its sweet spot if it weren't required to? What happens to the customers that have become dependent?
With Gamification, CRM Is a Brand New Ball Game
October 27, 2017
Advances in technology -- including speech analytics, metrics, a wider array of scrabble data, and perhaps even big data -- are making gamification a must-have tool in customer relationship management, call centers, collections, sales and other business areas. Technological advances have enabled the design of games that offer employees incentives to make customers happy.
Amazon to Let Delivery Drivers Open Your Front Door
October 26, 2017
Amazon has announced a new service that will allow Prime members to receive in-home delivery of packages with the help of high-tech smart locks that allow drivers to open their front doors. Amazon Key will launch officially on Nov. 8 in 37 U.S. cities and surrounding communities, with additional locations to be added over time. The service will be available at no extra cost to Prime members.
E-Commerce Firms: Get Ready for New Privacy Laws
October 24, 2017
The Federal Trade Commission regulates privacy in the United States, and under the FTC rules, a website need not have a privacy policy at all. However, a website must comply with and not violate its policy if it has one. ifeLock learned that lesson the hard way when " target="_blank">the FTC sued it for failing to abide by its privacy policy. How do other countries' privacy laws apply to U.S. businesses?
Google Aims to Turbocharge Online Checkout
October 24, 2017
Google on Monday rolled out an online payment service that's designed to accelerate the online checkout process. While the new offering isn't quite Amazon One-Click, it will eliminate many of the annoying steps that can slow down the online purchase process and often result in abandoned shopping carts. Pay with Google uses address and credit or debit card information users provide to Google to speed them through checkout.
PayPal Lets Messenger Users Send Money to Buddies
October 20, 2017
PayPal has announced the immediate availability of its peer-to-peer payment service on Facebook Messenger, making it easy to exchange money between friends and family. PayPal also introduced its first-ever customer service bot. Payments can be made in Messenger by pressing the blue plus icon when composing a message and then tapping the green payments button.
Email Marketing Goes Hand-in-Glove With E-Commerce Shipping
October 20, 2017
ShippingEasy on Thursday launched Automated Email Marketing as an addition to its customer management module. This new tool has a powerful rules engine that helps users increase sales, the company said. Among other things, it can set up a trigger to send an email to first-time buyers immediately after an order is downloaded -- customized with a logo and specific coupon code if desired.
Accenture, SAP Plot One CX Platform for All
October 18, 2017
Accenture Interactive and SAP Hybris have partnered to create a new platform that will let users build and curate end-to-end contextual, personalized customer experiences -- from marketing, e-commerce and offline shopping to customer service and loyalty management. The joint platform will target B2C and B2B firms in retail, telecommunications and resources.
Helpshift VP Tushar Makhija: Not All Customers Will Help You Make Money
October 17, 2017
"As services are getting more and more mobile, service needs to get mobile as well," said Helpshift VP Tushar Makhija. "If you look at customer service over the last 10 to 15 years, first it was all about average handling time. If you grew quickly as a business, you needed to stack up a call center. The next five to six years were all about self-service, so technology started building up."
Retailers Slowly Embracing In-Store Tech Tools
October 16, 2017
Most retailers don't have the in-store technology to view customer information across various touchpoints, suggests a new study from Kibo. Fifty-eight percent of retailers who participated in the study, released last Thursday, acknowledged they did not have that capability. The study was based on questions posed to 115 retail executives during the Future Stores 2017 conference.
Study: Music Improves Customer Experience, Even in Serious Settings
October 14, 2017
Music can enhance the customer experience even in nontraditional retail environments, suggests a study released Thursday by Mood Media and the Society of Composers, Authors and Music Publishers. The study was conducted in France. Customers had a more favorable experience in five business locations -- including gas station, optical, banking, sports apparel and pharmacy locations, the study found.
LogicHub CPO Monica Jain: Focus on Results
October 11, 2017
"I was always interested in analyzing the data," said LogicHub Chief Product Officer Monica Jain. "I was introduced to a company that was a pioneer in the market, and that's where my career in security started. I fell in love with security because it's all about finding and analyzing the data, and about crunching the data. That's how I started with security. I've never left it since then."
OpenWorld 2017
October 10, 2017
I spent last week at Oracle's OpenWorld 2017 in San Francisco. When I wasn't drinking from an information fire hose, it was alternately fascinating and exhausting. There were major announcements in database, blockchain, artificial intelligence, cybersecurity, and other stuff I'm associated with only tangentially. For instance, my eyes glaze over when they start talking about bare metal servers.
AI-Powered Mobile Chatbots Promise More Efficient Customer Service
October 9, 2017
Helpshift's new Web Chat application uses AI to help companies release scalable chatbots that can automate customer service through real-time interactions. The new AI-based tool, released last week, will boost Helpshift customers' ability to provide enterprise-grade support to their customers, according to Helpshift, which specializes in customer support for the gaming industry.
New Mobile App Promises Full B2B E-Commerce Experience
September 19, 2017
Insite Software has introduced the first fully configurable white label mobile app built for leading manufacturers and distributors, it said. The app supports everyone involved in the B2B e-commerce experience, from customers to channel partners, to field sales and support teams. Companies purchasing the app can tailor its functions to specific roles and responsibilities.
Credit Agency Equifax Cracked, 143 Million Consumers Exposed
September 8, 2017
Consumer credit reporting agency Equifax suffered a major criminal data breach that exposed personal information of as many as 143 million consumers in the U.S. between mid-May and July of this year. The attack exposed a range of sensitive personal data, including names, addresses, Social Security Numbers, dates of birth, and in some cases driver's license numbers, Equifax said.
Vivaldi CEO Claims Google Retaliated for Privacy Criticism
September 6, 2017
Vivaldi CEO Jon von Tetzchner, the brains behind both the new Vivaldi browser and the early Opera browser, has accused Google of retaliating against his company after he questioned its customer privacy practices. Vivaldi's Google Adwords campaigns mysteriously were suspended just two days after von Tetzchner's criticisms of Google's handling of customer data were published this spring, he said.
5 Ways to Give E-Commerce Shopping That Personal Touch
September 5, 2017
Shopping online can feel a bit impersonal. It's all about looking at screens and filling virtual carts, and not so much about having a rich experience. Many consumers long for just that kind of experience -- one that's similar to walking into a store, looking at products, talking with an associate, and perhaps ultimately making a purchase. This is where e-commerce personalization tech comes in.
How Brick-and-Mortar Retailers Can Stand Up to E-Commerce
August 31, 2017
Brick-and-mortar retailers have been finding it difficult to offer pricing that's competitive with e-commerce sites, which have the advantage of massive scope and scale, according to a report Frost & Sullivan's Stratecast service released Wednesday. E-commerce will account for nearly 18 percent of the total retail market by 2025, the report projects.
Rise in Mobile Commerce Fuels Demand for Omnichannel Service
August 30, 2017
Omnichannel support and communications are becoming essential for brands, as consumers' increasing use of mobile devices to make purchases and access content fuels their demand to be able to connect with companies when and how they want. However, brands lack the necessary expertise and infrastructure, and are turning to mobile network operators, or MNOs, to acquire omnichannel capabilities.
Robots May Become Go-To Customer Service Reps
August 26, 2017
The customer service robot market will be worth $88 million by 2022, according to Tractica. Annual shipments are expected to increase from 2,730 units in 2016 to nearly 4,800 in 2022. The robots will be both humanoid and non-humanoid. However, telepresence robots, chatbots, and stationary customer interactive systems that don't have moving parts are not included in the count.
Consumer Healthcare: Growing Importance of Patient Education and Communications Solutions
August 25, 2017
As the healthcare industry shifts to value-based care models, patient education and communication solutions increasingly have become an investment priority for care providers and payers. Consumers have many means, whether digital or analog, to acquire medical knowledge and personal health information, and they tend to reach out to their doctor when sick, or when they have complex health questions.
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What effect is social media having on the current discussion of sexual misconduct?
It's enabling many more people to engage in serious discussions.
It's functioning mostly as an echo chamber.
It's giving everyone a voice.
It's creating much more divisiveness.
It's enabling a cultural re-education.
It's making my news feed so unpleasant I'm staying away.