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Helpshift unveils AI designed for customer service

customer service. The San Francisco-based firm’s new SensAI is being used to power three new offerings for its conversational platform, which is centered around a knowledge base of brand info plus text-based messaging communications with customers. Founded in 2011, Helpshift provides B2C customer

Digital Customer Service Is Becoming A Fully Realized Marketing Channel

…merging of customer knowledge with support as “CRM [customer relationship management] customer service.” The report also points to the missed opportunities: “Many organizations use a combination of rules and analytics to present personalized cross-sell and upsell offers to customers — all tactical…

T-Mobile whips out a new secret weapon for customer service: Humans

…is committing to 24/7 service, scheduled callbacks and asynchronous messaging via iMessage or the T-Mobile app. These techniques could avoid making customers endure long hold times, given that there will be a limit to the number of humans T-Mobile hires for customer service. The company said it has…

Needle Adds New Features To Its Customer Advocate Service For Shopping Sites

…Cloud for shopping sites. Founded in 2010, Needle previously offered a real-time chat with advocates, selected customers who are fans of the product line. Needle recruits top customers online — it currently manages between 350 and 500 advocates — then screens and certifies them, provides them with…

Get customers hooked on your service with a better experience

…those are indeed consequential shifts in advertising. What’s changed for marketers of cloud services, both B2C and B2B, is the two-part recognition that customer experience (CX) is essential to a service’s success, and that it’s a fundamental responsibility of marketers to work with our product…

Bizible launches first self-service custom attribution for B2B

…what it says is the first do-it-yourself custom attribution service for B2B businesses, backed by machine learning recommendations. Some other B2B attribution services offer custom modeling, Bird said, but only when their clients employ the services’ staff to set it up on a case-by-case basis.…

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