Category: Chatbots
More engagement is on the lips and on the wish list of every marketer. The common understanding is that “engagement” is an aggregate measure of a variety of interactions, which include clicks, likes, comments, shares, downloads, sign-ups, retweets and re-posts. Engagement is a proxy for conversion in environments where goods and services aren’t directly sold. […]
Solutions for Adverse Events Reporting and Management can keep Brands FDA Compliant Pharma brands shouldn’t delay their use of social media due to the risk of adverse events reporting. Patients regularly use social media. In some cases, patients seek input and answers from social media before they visit their doctor. A recent survey of doctors by Cello […]
In today’s on-demand world, customers expect to reach customer service almost instantly. Traditional digital channels like web and email no longer provide the experience customers accept. Looking for a sure-fire way to gain the competitive edge? Be there when your customers want you. 41% of companies ignore customer service emails. – Customer Service Benchmark Report 86% of […]
This article was previously published in Smart Customer Service on September 12, 2017. The proliferation of social networks, rapid growth and adoption of messaging apps, in addition to web chat and SMS, can be challenging for brands that want to engage with customers and provide rapid responses. To put it simply, keeping on top of […]
This article was previously published in Customer on August 7, 2017 by Jason Kapler. Customer service teams are in pursuit of better, cheaper, and faster ways to connect and converse with their customers. And the previously “alternate” customer-to-brand methods like messaging apps and social options have become mainstream. Facebook offers a platform for businesses to deliver […]
This article was previously published in VentureBeat on June 27, 2017 by Jason Kapler. Technology is rapidly changing the customer service arena. Over the past few years, automated phone calls, social media, live chat, and instant messaging customer service strategies have become common place. Some even speculate that chatbots and other automation may eventually replace […]
This article was previously published in Loyalty360 on July 5, 2017 by Jason Kapler. We live in an on-demand, 24/7 world. Customer service expectations have never been higher. When issues or questions arise, the acceptable speed of response is becoming shorter. Companies slow to answer risk jeopardizing customer loyalty. In a recent study, 53% of […]
This article was previously published on Customer Think on March 28, 2017. Should a brand adopt Facebook Messenger as part of its marketing strategy? There are many advantages, use cases and benefits for businesses to deploy and use messaging apps. All a marketer needs to do is look at where the consumer is spending their […]
When they are sick or trying to manage an illness, one of the first steps many people take is to go online for information. This includes consumers of over-the-counter (OTC) medicines who are trying to find more information about their condition and how to treat it. They may have been diagnosed at the doctor’s office […]
Planet of the Chatbots What exactly is a chatbot and why are we hearing so much about them lately? It’s a software-based persona you can talk to to perform tasks, find information or simply for entertainment. They have become quite prolific as more companies enlist their help for customer service. We recognize them as the […]
Liveworld
post by: Danny Flamberg, VP Strategy- HCP 
