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January 07, 2019
Chat Is the Channel of Choice, For Now
Customers and companies like chat, but that could change as new channels emerge
A Service Management Approach to Omnichannel
Omnichannel doesn't just mean being present on more than one channel and allowing users to interact however they want. (Featured on SmartCustomerService.com.)
The Tipping Point
It’s Time to Deploy, not Dabble with, Social CRM
Don't miss out on engaging with customers in a meaningful way
CRM Across the Wire
Squelch Launches on Salesforce AppExchange
With Squelch, customer support agents receive actionable intelligence, at the moment they need it, from a variety of previously unknown or underused sources. (Featured on SmartCustomerService.com.)
Cision Acquires Social Media Company Falcon.io
The acquisition enhances Cision's Earned Media Management vision with modern social marketing capabilities.
SmartTouch Interactive Releases Prospector Third-Party Acquisition Email Service
Prospector lets home builders and residential developers reach a wealth of prospective buyers in major markets throughout the U.S.
Aspect Software to Be Acquired by Vector Capital
The private equity firm will invest more than $100 million in Aspect's business. (Featured on SmartCustomerService.com.)