News and Analysis
The Pitfalls and Opportunities of Screen-Free Customer Service
One vertical that has been able to integrate voice into customer service in a meaningful way is retail. National retailers like Best Buy, Walmart, and REI Co-op have created skills or teamed up with technology providers to connect with customers through voice-controlled assistants. Some retailers are accepting orders via voice, and others are doling out product information and reviews. What the most successful of these companies have in common is a defined strategy and plans to measure ROI.
Leveraging Voice: A Path for Brand Marketers
It’s important that companies can see who their customers are and what transactions are associated with each customer via voice assistants. This sort of knowledge is necessary for brands to make the channel a valuable part of an overarching loyalty strategy.
Given that voice is currently owned by just a few select companies, it’s important for brands to figure out how they will leverage voice differently from company to company or device to device. Will retail brands keep the same strategy with Amazon’s Alexa and Apple’s Siri, or will they find unique ways to take advantage of these platforms across differences?
Commentary
How the End of Network Neutrality Could Affect SMBs and the Public Interest
For many years, the government’s assessment of the public interest was to encourage Web access to all. The current FCC, however, contends that this position is better met by eliminating the net neutrality rules — that SMBs will be able to have a variety of ISP options based on their actual needs with the end of the net neutrality rules.
Latest Posts
Belly Launches Loyalty Platform for Enterprise Retailers
According to the company, the new product will be considerably more flexible than Belly’s original loyalty rewards program for small businesses, giving retailers with large physical store footprints the opportunity to design more unified experiences across in-store, mobile, and online channels.
Street Fight Daily: Salesforce Brings AI to the CRM Masses, Yelp Courts Developers with New Program
A roundup of today’s big stories in hyperlocal publishing, marketing, commerce, and technology… Salesforce Brings AI to the CRM Masses with New System, Einstein… Marketers Are Getting the Snapchat Targeting Data They Want. Will It Scare Off Users?… Google Trips App Helps Plan Personalized Travel…
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