Category Archives: Customer Service

Zendesk just hired three former Microsoft, Salesforce and Adobe execs

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Today, Zendesk announced it had hired three new executives — Elisabeth Zornes, former general manager of global support for Microsoft Office, as Zendesk’s first chief customer officer; former Adobe executive Colleen Berube as chief information officer and former Salesforce executive Shawna Wolverton as senior vice president, product. The company emphasized that the hirings were about […] Continue reading Zendesk just hired three former Microsoft, Salesforce and Adobe execs→

Salesforce wants to deliver more automated field service using IoT data

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Salesforce has been talking about the Internet of Things for some time as a way to empower field service workers. Today, the company announced Field Service Lightning, a new component designed to deliver automated IoT data to service technicians in the field on their mobile devices. Once you connect sensors in the field to Service […] Continue reading Salesforce wants to deliver more automated field service using IoT data→

Salesforce wants to end customer service frustration with Customer 360

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How many times have you called into a company, answered a bunch of preliminary questions about the purpose of your call, then found that those answers didn’t make their way to the CSR who ultimately took your call. This usually is because System A can’t talk to System B and it’s frustrating for the caller, […] Continue reading Salesforce wants to end customer service frustration with Customer 360→

Twilio’s contact center products just got more analytical with Ytica acquisition

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Twilio, a company best known for supplying a communications APIs for developers has a product called Twilio Flex for building sophisticated customer service applications on top of Twilio’s APIs. Today, it announced it was acquiring Ytica (pronounced Why-tica) to provide an operational and analytical layer on top of the customer service solution. The companies would […] Continue reading Twilio’s contact center products just got more analytical with Ytica acquisition→

Zendesk expands into CRM with Base acquisition

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Zendesk has mostly confined itself to customer service scenarios, but it seems that’s not enough anymore. If you want to truly know the customer behind the interaction, you need a customer system of record to go with the customer service component. To fill that need, Zendesk announced it was acquiring Base, a startup that has […] Continue reading Zendesk expands into CRM with Base acquisition→

Cogito scores $37M as AI-driven sentiment analysis biz grows

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Cogito announced a $37 million Series C investment today led by Goldman Sachs Growth Equity. Previous investors Salesforce Ventures and OpenView also chipped in. Mark Midle of Goldman Sachs’ Merchant Banking Division, has joined Cogito’s Board of Directors The company has raised over $64 million since it emerged from the MIT Human Dynamics Lab back in […] Continue reading Cogito scores $37M as AI-driven sentiment analysis biz grows→

Cybersecurity & The Customer Experience: The Perfect Combination

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Organizations have long embraced the customer experience and declared it a competitive differentiator. Many executives are quick to focus on the benefits of a loyal-centric strategy and companies now go to great lengths to communicate their organizati… Continue reading Cybersecurity & The Customer Experience: The Perfect Combination→

ServiceNow chatbot builder helps automate common service requests

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When it comes to making requests inside a company for new equipment or to learn about HR policies, it can be a frustrating experience for both sides of the equation. HR and IT are probably tired of answering the same questions. Employees are tired of calling a help desk for routine inquiries and waiting for […] Continue reading ServiceNow chatbot builder helps automate common service requests→

Zendesk hits $500M run rate, launches enterprise content management platform

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Over the last several years, Zendesk has been making the transition from a company that caters mostly to small businesses to one with larger enterprise customers — and their revenue reflects that. The company announced it has crossed the $.5 billion annual run rate since its last earning report in February. It also announced a […] Continue reading Zendesk hits $500M run rate, launches enterprise content management platform→

3 Big Ways You’re Losing Business with Old Tech

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You may think your business is keeping pace with all the latest advancements in technology—maybe you have finally bid farewell to the cash-only days, or maybe you maintain a respectable website for your company. But even with these basic improvem… Continue reading 3 Big Ways You’re Losing Business with Old Tech→