Medallia Acquires Kampyle to Better Capture Customer Feedback

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Customer experience management company Medallia acquired customer feedback capturing technology Kampyle earlier this week and rolled it into Medallia Digital—a combined feedback management and data analytics solution. Together, the two solutions will deliver more omnichannel insight into the customer experience because it will take both offline and online data into account.

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CafeX Adds in-App Support to Microsoft Dynamics 365

Microsoft has chosen CafeX Communications, a supplier of mobile and web customer engagement solutions, as its preferred solution provider for real-time customer assistance within Microsoft Dynamics 365 for Customer Service.

Leonard Klie | Oct 19, 2016
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Twitter Study Reveals Customer Service on the Platform Drives Shoppers to Spend More

With rumors swirling about a possible acquisition, Twitter's future is uncertain, but the company's role in enabling brands to deliver customer service remains solid. Earlier this month, Twitter released findings from a customer service study, an effort the company expanded from the airline industry alone to the quick service restaurant and telecom industries as well. The findings revealed that the manner in which customer service is delivered on Twitter plays a significant role in how much consumers spend.

Maria Minsker | Oct 14, 2016
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Agent.AI Launches Intelligent Tools to Speed Up Customer Service Interactions

Agent.AI, a provider of mobile customer service technologies, today released its CRM software platform, which includes intelligent tools designed to streamline customer support interactions for live chat agents.

Oren Smilansky | Oct 13, 2016
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Atlassian Adds Capabilities to JIRA Service Desk

Atlassian this week released an upgraded version of its JIRA Service Desk to help companies group their customers so they can view and share each others' requests. The latest version also allows for greater internal and external collaboration.

Leonard Klie | Oct 12, 2016
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Helpshift Launches Campaigns to Enable More ‘Proactive’ In-App Support

Helpshift, a customer service platform for in-app support, is now offering Campaigns, a feature that arms companies with a more proactive approach to in-app customer service. The company already delivers in-app support but is now making it possible for brands to message their customers directly before a specific customer service issues arises. The new tool lives at the intersection of customer service and marketing, Abinash Tripathy, CEO of Helpshift, says.

Maria Minsker | Oct 11, 2016
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Customer Service Week Isn't Just about Customers—It's About Employees, Too

Monday, Oct. 3, marks the start of National Customer Service Week, an initiative that was started by the International Customer Service Association back in 1984. The weeklong dedication to customer service is an opportunity for brands to treat customers to surprises, perks, and other engagements, but the event is about more than just customer appreciation—it should be about employee appreciation as well.

Maria Minsker | Sep 30, 2016
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NICE Introduces Evolve WFM

NICE yesterday released Evolve WFM, a continuous delivery workforce management solution with advanced capabilities like analytics-based forecasting and user-defined scheduling in an elastic cloud-based deployment model.

Leonard Klie | Sep 28, 2016