There are many reasons you might want to play a sound in the Flex UI (User Interface). For example: Ringing to indicate an incoming call task and alert the agent Sound notifications for new chat messages to alert an agent who may be handling multiple chats simultaneously Sound to indicate that participants have joined or […]
Posts Tagged ‘omni-channel’
Modular Omni-channel Marketing Content: A Game Changer for Personalization Campaigns
Technical Marketers running personalization campaigns need content. Images, pull quotes, slugs, call-to-actions, short and long form videos, infographics, and polls all may be needed when building relevant and engaging experiences. However, tracking down content that is useful, relevant, and the right size and shape is difficult. More difficult is finding the right content for the […]
Text-Based Channels In Twilio Flex – Velocity of Conversation
The third consideration for Flex text-based communication channels from my introductory post is “What type of interaction is it?”. This topic can end up being a bit more philosophical. That being said, it does drive real-world decisions in how you architect your overall Flex approach. But it will likely take a combination of historic understanding […]
Text-Based Channels In Twilio Flex – Routing the Interaction
Let’s explore another consideration for Flex text-based communication channels from my introductory post: Routing the Interaction with Flex. In this post, we’ll look at the second focus area… How does that interaction get routed on the Flex platform so I can get it to the right agent or expert? Routing the Interaction to Flex Let’s go […]
Text-Based Channels In Twilio Flex – Customer Engages
As I mentioned in my introductory post, Flex offers a lot of new areas to explore as we think specifically about text-based communication channels. In this post, we’ll look at the first focus area… How does the customer engage in the communication or how does the customer start talking to me? “I Want To Talk […]
Empowering Sales Teams in a Digital World
On June 28, I will be speaking at IRCE, the commerce industry’s biggest and most influential annual event. Sharing the stage with our client, Geriatric Medical, I’ll explore how B2B businesses can use technology to empower their sales teams and transition their operation into the digital world. In an age of eCommerce, the modern B2B […]
Six Trends Moving the Needle in Customer Care: Omnichannel
Consumers are digitally savvy, well informed, and more demanding than ever. Not investing in resources that digitally transform customer care will become a competitive disadvantage. This series explores six technology trends for delivering smarter and more strategic customer care. Trend #5: Omnichannel Experiences Amplify Customer Loyalty The thought of calling customer service might be off-putting. Regardless of […]
Why You Should Be Marketing to People Instead of Computers
It takes a lot of effort to capture a potential customer’s attention and make a sale, but retention is just as tricky. Customers want to see information that is relevant to them and their experience with your brand, and when they see content that isn’t applicable, they begin to tune out future content you present. […]
Top Technology Trends for Smarter, Strategic Customer Care
Whether its online, in-store, or multichannel, customer experience (CX) is a key differentiator for businesses. Extending beyond the front-end purchase experience, CX encompasses the total journey of a customer’s interactions with your brand. Customer care, how well customers are taken care of while they interact with your brand, is a giant piece of the customer […]
3 Steps to Transition to Experience-Driven Commerce
In an age where technology is a major part of daily life, organizations (especially retailers) recognize the need to improve their digital presence to compete effectively in the marketplace. The catalog-driven approach of building out an online catalog for browsing products and placing orders is no longer enough to meet the needs of today’s demanding […]
Progressive Web Apps: Bridging the eCommerce Experience Gap
Reaching customers on their mobile devices isn’t just a suggested practice, but required. In fact, 89% of people are likely to recommend a brand after a positive brand experience on mobile. To that end, commerce players can reach their customers in a few different ways: responsive web design, native mobile apps, or progressive web apps. […]
Video: Optimizing Omnichannel Experiences for Lids Sports Group
Customers may not be fully aware of all the moving parts and pieces that combine to form their retail experience, but they do notice when the journey is disjointed across a retailer’s various channels. Whether a customer is shopping online, skimming through a brand’s social media, or visiting a brick-and-mortar store, the customer experience should […]