Latest Blog Articles

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Aug 01, 2022 • Conversational AI

Optimising Customer Service With the Right Metrics

If you’re investing a sizeable budget in refreshing the way your customer service operates, you’ll naturally want to see significant ROI. It’s easy to focus on immediate results and then forget the iterative process of refining a solution to ensure it’s still delivering in 12 or 24 months and beyond.

Jul 25, 2022 • Customer Experience

Create Outstanding Customer Experiences With an Integrated Marketing & Service Solution

Consumers are nothing like the consumers of, say, ten years ago. They are more critical than ever before and have razor-sharp requirements. They expect speed, convenience, good customer experiences, and reassurance right at their fingertips. Meeting these expectations is quite a challenge. Especially if the marketing and customer service departments operate independently, these departments need to work together seamlessly to serve today's consumers best.

Jul 11, 2022 • SMS

SMS Marketing Use Cases for B2B to Build Your Business

You’ve heard about SMS marketing campaigns for consumers, but what about SMS marketing for B2B? B2B text messaging is an effective way to communicate with your business clientele, enabling you to build relationships with decision-makers and offer information that helps them make buying decisions.

Jul 04, 2022 • Mobile Marketing Cloud

How to Get More Leads With SMS and Email Marketing

If you use SMS or email - or better yet, both - as marketing channels, you can set up your message, send it out to your target market and analyze the results. But how do you improve that message for better results the next time you send out your SMS or email?

Jun 27, 2022 • Mobile Service Cloud

How to Increase Customer Retention on Service Delivery in Retail and eCommerce?

You’ve got the best eCommerce brand in the market, a well-defined target audience, and exceptional marketing and customer acquisition systems. So, are you ready for an explosive growth? As long as you don’t dedicate equal resources and strategies to retaining existing customers as to acquiring new customers, sustainable growth is far off.

Jun 19, 2022 • Mobile Marketing Cloud

Top 5 Marketing Tech Stack Essentials for 2022

A marketing tech stack is a collection of carefully curated marketing tools that marketers use to perform and optimize their marketing operations. Working hand in hand, these tools enhance your marketing team’s capabilities to create targeted campaigns that increase brand visibility on your customers’ preferred channels.

Jun 13, 2022 • Mobile Service Cloud

Six Things Customer Service and Retail Brands Get Wrong About Customer Loyalty

Some believe that you can earn loyalty by ‘delighting’ customers. Some say a ‘positive emotional experience’ works best. Others say we shouldn’t use the term loyalty at all, because it’s misleading, and no one can ever really be ‘loyal’ to a brand anyway. Is the truth out there?

Jun 06, 2022 • Customer Experience

The Future of Customer Service Starts with Multidisciplinary Teams

86% of consumers say that good customer service can take them from one-time buyers to brand advocates. While great customer service is an essential focus of any successful brand — forward-thinking companies are forming customer-focused multidisciplinary teams to help create exceptional and positive customer experiences.

May 30, 2022 • Conversational AI

The Differences Between Chatbots and Conversational AI

Although chatbots and conversational AI are sometimes used interchangeably, they aren’t the same thing. Today we’ll review the difference between the two and which option is better for your business.

Types of Chatbots to Consider When Building a Customer Service Chatbot

May 23, 2022 • Conversational AI

4 Types of Chatbots to Consider For Your Customer Service

The future has arrived! Chatbot technology has transcended simple commands and evolved into a powerful customer service tool. Learn about 4 types of chatbots and provide your customers with a unique automated experience.

May 16, 2022 • Conversational AI

Developing a Last-Mile Fulfillment Experience That Delivers

So close, yet so far. If packages could speak, that's what they would say as they wait to make their final trip to their owners. Will you help get them across the finish line? Or will you stumble in the last leg of the fulfillment relay race?

May 12, 2022 • Customer Experience

Avoid Losing One Third of Your Customers in One Day

According to PwC's Future of Customer Experience report, 32% of customers will leave a brand after just one bad experience. Even when they love your brand, 59% will walk away after two bad experiences.

May 11, 2022 • Mobile Marketing Cloud

5 Examples of Relationship Marketing Done Right

One of the best ways to boost customer retention is to shift your focus to relationship marketing. Relationship marketing is about building lasting customer connections rather than focusing on transactional marketing and one-off sales. Read on to find out about relationship marketing and five relationship marketing examples that will inspire you.

May 10, 2022 • Customer Experience

How to Easily Digitize Insurance With Smart Solutions

Consumers aren't used to handling insurance matters online and mobile, but yet they prefer it. This means that insurers need to be accessible everywhere and at all times, but they are not responding to this sufficiently. KPMG's research among 70 executives of international insurers shows that they know this all too well. They expect to lose a large portion of their sales to InsurTech or FinTech companies. However, this is easy to avoid without shaking up the entire IT landscape. With CM.com's intelligent solutions, insurers can easily and quickly take steps towards digitalization.

Apr 18, 2022 • Marketing

Top 5 Skills That Every Marketing & Sales Professional Needs in 2030

Do you ever feel like the world keeps moving faster and faster? You’re not alone. Since the 1980s, computer technologies have been speeding up the way people work and live. And as if things weren’t moving fast enough, the COVID-19 pandemic came along and pushed everything into warp speed.