Customer Service data analytics Dec 6, 2016  

There’s Gold in That Data! Capture the Multichannel Customer Support Experience Enhance Service and Inbound Marketing

“May I help you?”  

Once it was a simple question delivered in person at local stores or offices. We often knew the salesperson or clerk. Today we seek help much more frequently from many...

customer experience Dec 1, 2016   8min

Design The Customer Experience. Leverage the Power of Emotion

There are many ways to custom design the consumer’s experience by using analytics to identify buying habits and trends, inserting in-app customer service features or integrating data from...

Product Updates Nov 30, 2016  

Introducing My Open Issues: Consolidating your Agents' work into a singular place

We wanted to make it easier for your Supervisors and Agents to focus on Issues that have been assigned to them. Instead of having your Supervisors and Agents click in and out of “New Issues” and...

Customer Support Teams Product Updates Nov 29, 2016  

Assign Issues to Available Team Members

Today we’re excited to announce our new enhancements to Smart Routing: Agent Availability and Fallback Rules. With Smart Routing you are able to round robin new Issues to your Agents based on...

Mobile Nov 29, 2016   4min

Black Friday Smashes Mobile Sales Record. (Over $1 billion in Sales)

On November 26, 2016 Adobe announced some mouth watering performance numbers for the online retail industry, specifically for mobile. Here’s a look at some of the numbers that confirm consumers...