Blog tagged as Customer Service

For a while now I am contemplating about why companies choose one custserv solution over another. After all the market is pretty crowded. Vendors have a hard time to differentiate themselves. Just looking at G2Crowd one finds 88 Help Desk Solutions. Larger organizations are likely to be influenced b...

A few days ago Freshworks announced the acquisition of startup Joe Hukum, making it its eighth acquisition. Joe Hukum builds a chatbot platform that enables companies to quickly build their own chatbots for sales-, service-, or marketing purposes. In contrast to the technologies built by Frilp (acqu...

On July 12, 2017 Salesforce announced its new, Einstein-enhanced version of Field Service. This release brings mainly three innovations to the already strong Service Cloud, which is the leading Customer Service solution according to Gartner Group. Here the complete wording of the press release, in c...

Soon there will be an additional in-app customer service channel. So far we have a bunch of service channels, most of them requiring the user to leave the app to

• Pick up the phone for a call
• Browse for self support
• Open up an additional chat window
• Take on the social media channels
• Move on to ...

Mid of April I published an article about the mobile in-app support landscape that, amongst other players, touched on Zendesk. In this article I stated: “Zendesk is not a mobile native. Their chat widget integrates into web pages and the company does not offer in-app chat. Instead the company offers...