customer support

6 Customer Service Trends You Can’t Ignore in 2020

Last year was full of grand ideas, innovations and surprises in the customer support field. And the biggest humbling realization was that price and product are no longer the only competitive differentiators that make customers stay loyal. But this year, the biggest differentiator is customer experience. Good CX comes down to the highest standards for …

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Five ways PPC customer support can help SMBs

When consumers need to find the right product, service or storefront for their needs, they grab their phone, jump on their laptop, or just say, Hey Siri, Hey Alexa, and Hey Cortana. Search results immediately populate their screen and they skim, select, learn, and go. To win at the game of search, your small or …

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Five tips to create an SEO-friendly FAQ page

Search engines and people love the Frequently Asked Questions (FAQ) pages. Having a well-written FAQ section on your website is a great way to show online customers that you care about their experience and get you found from outside your website, directly responding to the needs of your audience and their search queries. For good …

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Positioning Your Company Behind the Right Causes

Consumers have high expectations for companies to prioritize corporate social responsibility (CSR). At the same time, however, many consumers don’t make it a part of their decision-making process when buying — even though they want to support companies whose CSR initiatives resonate with them. So how should you approach CSR for your company when it …

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Putting Together a Social Media Team for Your Brand

When thinking of social media teams, I always imagine the war room created by the Oreo team. Back in 2013, an 11-member team from 360i, MediaVest and Oreo assembled at 360i’s New York offices to show the world the power of “real-time marketing”. The brands quickly tweeted: “Power out? No problem. You can still dunk …

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8 Tips for Integrating SMS Chat Into Your CX Strategy

With over 15 million texts sent per minute for a total of 8 trillion annually, SMS is undeniably one of the most popular ways to communicate today. The data doesn’t lie. In terms of easily accessible customer engagement, SMS is unrivaled. This customer communication channel boasts engagement rates up to eight times higher than email …

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