Category Archives: Customer Service

Directly, which trains customer service chatbots with expert advice, raises $11M more

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Directly, a startup whose mission is to help build better customer service chatbots by using experts in specific areas to train them, has raised more funding as it opens up a new front to grow its business: APIs and a partner ecosystem that can now also tap into its expert network. Today Directly is announcing […] Continue reading Directly, which trains customer service chatbots with expert advice, raises $11M more→

Revenue train kept rolling all year long for Salesforce

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Salesforce turned 20 this year, and the most successful pure enterprise SaaS company ever showed no signs of slowing down. Consider that the company finished the year on an $18 billion run rate, rushing toward its 2022 revenue goal of $20 billion. Oh, and it also spent a tidy $15.7 billion to buy Tableau this […] Continue reading Revenue train kept rolling all year long for Salesforce→

The Changing Landscape of Customer Acquisition, Engagement and Retention in 2020

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Marketing has evolved over the years from a largely intuitive exercise based on an executive’s judgment and experience, into becoming a data-obsessed occupation. A hundred years ago, department store magnate John Wanamaker was famously quoted as … Continue reading The Changing Landscape of Customer Acquisition, Engagement and Retention in 2020→

9 Mistakes Your B2B Business Website Is Making

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When you first start your company, you just want to get a website up and running and get the word out about what you do. However, it’s easy to make mistakes in the early minutes of your brand and then fall into the habit of retaining those errors… Continue reading 9 Mistakes Your B2B Business Website Is Making→

Facebook has acquired Servicefriend, which builds ‘hybrid’ chatbots, for Calibra customer service

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As Facebook prepares to launch its new cryptocurrency Libra in 2020, it’s putting the pieces in place to help it run. In one of the latest developments, it has acquired Servicefriend, a startup that built bots — chat clients for messaging apps based on artificial intelligence — to help customer service teams, TechCrunch has confirmed. […] Continue reading Facebook has acquired Servicefriend, which builds ‘hybrid’ chatbots, for Calibra customer service→

Battlefield winner Forethought adds tool to automate support ticket routing

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Last year at this time, Forethought won the TechCrunch Disrupt Battlefield competition. A  $9 million Series A investment followed last December. Today at TechCrunch Sessions: Enterprise in San Francisco, the company introduced the latest addition to its platform called Agatha Predictions. Forethought CEO and co-founder, Deon Nicholas, said that after launching its original product, Agatha […] Continue reading Battlefield winner Forethought adds tool to automate support ticket routing→

Lax Telco Security Allows Mobile Phone Hijacking and Redirects

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A Q&A with Kaspersky Lab researcher David Jacoby examines a gaping hole in the telco customer-service process that allows adversaries to commandeer phone calls. Continue reading Lax Telco Security Allows Mobile Phone Hijacking and Redirects→

Salesforce and Google want to build a smarter customer service experience

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Anyone who has dealt with bad customer service has felt frustration with the lack of basic understanding of who you are as a customer and what you need. Google and Salesforce feel your pain, and today the two companies expanded their partnership to try and create a smarter customer service experience. The goal is to […] Continue reading Salesforce and Google want to build a smarter customer service experience→