Deterministic Identity Solutions Power Next-Gen Customer Experiences
As brand marketers shift away from third-party cookies, one solution is emerging as the clear successor: deterministic identity solutions. Deterministic identity solutions are a type of identity resolution that relies on user-provided, first-party data to match customer identities across different devices and channels. This can be done by using unique identifiers, like email addresses, phone […]
Report: Retail Lags in Omnichannel Customer Service
Retailers around the globe learned to adapt during the pandemic, quickly pivoting to offer curbside pickup, mobile payments, and online storefronts. Despite making strides in digital adoption, a new report finds that many retailers are still missing the mark on omnichannel customer service.
These Chatbots Are Helping Brands Respond to Covid-19 Queries
Chatbots could help fill the gap in business-to-customer communication capacity during the Covid-19 outbreak. Although there will always be a need for human customer service agents, even when chatbots with AI are deployed, the coronavirus outbreak is demonstrating just how valuable this automated technology can be for brands working in a time of crisis. Already, chatbot companies like LivePerson say they’re seeing significant increases in volume on their platforms. As the pandemic widens, even more companies are likely to start integrating chatbots into their customer service systems.
Here are six chatbot solutions that brands can start using right away.
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.
Heard on the Street, Episode 38: Can Local Events Galvanize Location Intelligence?
“People’s attendance to events conveys a deeper and much richer signal to their actual interests and passions,” said Gravy Analytics CEO Jeff White on the latest episode of Heard on the Street. “Twenty years of having this thing called a digital cookie to create deeper, richer experiences online based on behavior online, we simply believe that if we can understand the events that people attend, that’s a much deeper and richer signal. So it can be a pride event … or it’s attendance to any of your favorite passionate things: wine tastings or otherwise, we just anchor on that and try to glean aggregated consumer insights.”
Heard on the Street, Episode 37: Redefining Location Intelligence
Beyond the advertising uses for location intelligence (ad targeting, attribution, etc.), it’s being applied to other areas of enterprise support. That includes everything from supply chain management to deciding where you should open your next store location.
“When you look at ad tech and sales and marketing, that’s where the money is now,” said Mike Davie, CEO of location Intelligence company Quadrant on the latest episode of Heard on the Street. “But we are seeing people get more sophisticated with use cases like infrastructure development [such as] where to put high-speed trains by analyzing migration between countries. They’re making billion-dollar infrastructure decisions based on ground-level information.
Heard on the Street, Episode 36: Fighting Location Fraud, With Location Sciences
Along with GDPR, CCPA, and a period of generally heightened concern about privacy and data collection, this iOS update could challenge the ability for marketers to get precise location data. But on the bright side, these macro factors compel better practices, shifting strategies and measurement tools. The time is right, Jason Smith says, for Location Sciences and lots of other companies in the location intelligence sector looking to point the way toward digital marketing’s future best practices.
Heard on the Street, Episode 35: The Disruption Mindset, With Charlene Li
Disruption is one of the only constants in the tech and media worlds. So, the question becomes how to successfully disrupt (or survive others’ disruption). These are topics that author, analyst, and thought leader Charlene Li has synthesized in her latest book The Disruption Mindset.
To commemorate the book release this week, we recently had Li join us as a special guest on Street Fight’s podcast Heard on the Street. As we discussed on the show, a common success factor for companies causing or facing disruption is to devise a strategic path that leads them to their future customer.
The Number-One Reason Consumers Will Delete Your App
It’s easy to get your app deleted from consumers’ phones at a time when every businesses has its own mobile property and social notifications are wearing consumers down. If you want to get deleted, just message your customers all the time, a new study by messaging platform Leanplum found.
The most common reason consumers deleted mobile apps is too many irrelevant notifications, Leanplum’s survey of 1,000 US mobile users found. This held true for all generations, from Gen-Z to Baby Boomers. More than 75% of the crucial millennial generation said they delete apps due to excessive notifications.
7 Automated Customer Service Solutions for Merchants
Savvy business owners are looking for ways they can use hyperlocal technology to manage the increasing number of customer requests, issues, and even complaints, without taking time away from the hundreds of other tasks they juggle on a daily basis. Here are seven examples of platforms that can help businesses react nimbly and effectively.
Get Ready: Holiday Returns Season Set to Begin
During the holiday season, we focus so much attention on when people buy, how much they spend, and whether it got there on time that we tend to overlook what happens once gifts are purchased. An equal test for retailers — both online and brick-and-click — will be making returns as easy as the purchase itself.
Improving Satisfaction with Digital Customer Service
Most brands track certain metrics, including customer satisfaction (CSAT), net promoter score (NPS), and customer effort score (CES), to gauge how well they’re serving customers. Each calculation gives a numerical value you can use as a benchmark or leading indicator when making improvements to customer service operations or your brand’s customer journey.
These scores provide insight into which experiences and channels drive the most satisfaction, as well as which pain points are negatively impacting customers. Benchmarking scores against ever-changing industry standards and monitoring even subtle shifts over time allows brands to access valuable information about the quality of their customer care.