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Fast Company
Pavithra Mohan |
Facebook Messenger Has More Than 800 Million Monthly Users In 2015, Facebook spruced up Messenger with a slew of new features, including peer-to-peer payments and a snazzy digital assistant called M.   |
Fast Company
Sarah Kessler |
Facebook Beefs Up Its Messenger App Facebook announced details on its much-rumored plans to integrate Messenger with purchases made on other sites, and to allow third-party developers to build apps that work within it. |
CRM
October 19, 2012
Joshua March |
The Changing Nature of Customer Relationships How social media is forcing large companies to rethink CRM. |
Fast Company
Pavithra Mohan |
Facebook Is Working On A Digital Assistant Called Moneypenny The teased service will supposedly let users call on "real people" when they need help choosing products or services, putting it somewhere between Siri and concierge services like Alfred. |
CRM
December 2015
Leonard Klie |
Social Media Is Now a Viable Support Channel Direct messaging, tighter security, and data integration add to social media's feasibility as a customer service platform |
CRM
June 2015
Michael Vickers |
Is Your CRM System Social Media Friendly? Empower collaboration to create customized experiences |
CRM
November 16, 2012
Mayur Anadkat |
Mobile Application Success Strategies A pretty app is nice, but the key is giving customers a reason to come back. Brands should be creating apps with the intention that they will continually evolve and provide functional use to consumers. |
CRM
October 13, 2015
Oren Smilansky |
Sparkcentral Launches Secure Authentication for Social Customer Support Message encryption functions aim to facilitate trusted service interactions on Twitter and Facebook. |
InternetNews
June 24, 2009
Kenneth Corbin |
Facebook Live Stream Continues Real-Time Push New Live Stream Box to bring Facebook chitchat to videos on third-party sites. |
CRM
December 10, 2012
Judith Aquino |
Moxie Software Rolls Out Social Chat App for Facebook Engage+ analyzes users' Facebook profile data for personalized interactions. |
CRM
September 1, 2009
Lauren McKay |
The 2009 Rising Stars - Facebook Facebook's the hottest place on earth for consumers to connect to each other. But is it the place for businesses to connect to them, as well? |
CRM
August 2015 |
Twitter and Facebook Enable More Social Customer Service As social media platforms knock down barriers, expectations for good customer service will rise |
CRM
November 25, 2011
Lief Larson |
Why Legacy Chat Doesn't Cut It How to better engage customers and enhance your brand in today's digital world where many buyers expect real-time engagement online. |
CRM
September 2, 2011
Duke Chung |
Five Ways to Amplify Your CRM System By opening up a two-way communications channel for customers and your CRM system, it provides an enormous overview of what customers want, accessed, and engaged in during their customer service experience. |
CRM
November 2014
Maria Minsker |
How to Create the Right Content for the Right Social Channel Marketers should understand and leverage the unique qualities of each network to drive conversations and conversion. |
CRM
May 22, 2015
Leonard Klie |
Kahuna Releases Dynamic Audiences for Facebook Advertising Dynamic Audiences understands customer conversion, so brands don't advertise products to people who have already bought them. |
CRM
November 2015
Leonard Klie |
How Amazon and Salesforce.com Are Shaping Mobile Customer Support Video chat apps such as Amazon's Mayday Button and Salesforce.com's Service SOS lead a new breed of mobile customer service apps |
Fast Company
John Paul Titlow |
Facebook's Quest To Overtake Your Phone Aims Right For The Dialer Rather than building devices or developing a full-fledged operating system, Facebook is going a more subtle route: nabbing chunks of your attention span, one app at a time. |
InternetNews
March 16, 2009
Kenneth Corbin |
Facebook Rolls Out Connect Sync Tool for iPhone New feature enables users to sync iPhone apps with Facebook network on the eve of Apple's highly anticipated software update. |
CRM
August 2015 |
Why Instagram, Tumblr, and Pinterest Matter to Brands Pictures are worth a thousand words, and companies can't afford to block them out |
InternetNews
September 30, 2009 |
Facebook Connect Charges Forward The social networking giant moves on two fronts to extend its reach. |
Fast Company
John Paul Titlow |
Say "Hello" To The Facebook Phone (Again) With Hello, Facebook is taking a much quieter, less ambitious approach to creating what had for years been rumored as the inevitable "Facebook phone." |
CRM
February 2014
David Myron |
Should You Offer Social Customer Support? More progressive companies are moving beyond the experimentation stage and incorporating solutions that enable them to listen, analyze, and respond to customers on social media. |
CRM
March 2015
Oren Smilansky |
The 2015 CRM Rising Stars: Zendesk Gives Small Enterprises the Tools They Need to Grow With the addition of customer survey feedback, activity reports, and mobile contact capabilities, the SMB specialist bolsters its platform. |
InternetNews
September 17, 2009 |
Facebook, Twitter and Social Media Marketing A significant number of brands have amped up their social media marketing, but it's not just all about tapping Facebook and Twitter, says a new study. |
CRM
May 6, 2015
Maria Minsker |
IBM Partners with Facebook to Offer Integrated Marketing Tools The collaboration will enable users to better hone their advertising campaigns. |
CRM
September 13, 2011 |
Facebook Fans More Likely to Recommend a Brand, Buy Products Report on consumer behavior highlights the need for small businesses to be active on Facebook. |
CRM
February 2014
Leonard Klie |
10 Social Customer Service Tips New channel interactions don't have to be complicated. |
CRM
April 23, 2015 |
Where2GetIt Expands Brandify's Local-Social Capabilities New location-based marketing platform promises to elevate brands' social engagement. |
CRM
September 7, 2010
Rob Howard |
Try Being Unsocial with Customers First You don't want social CRM. You want integrated customer intelligence. |
CRM
July 18, 2014
Zach Steindler |
Pair Live Chat with HelpdeskCRM Software Combining the two can unlock both solutions' full potential. |
CRM
December 2013
Leonard Klie |
Overcome Multichannel Customer Service Challenges Effective strategies start with talking to customers. |
Fast Company
John Paul Titlow |
Google Wants To Fix Your Work Email Nightmare Starting today, Google's popular Inbox app will start to become available to companies using Google Apps, according to TechCrunch. |
AFP eWire
May 29, 2012
Derrick Feldmann |
You Get More With Facebook Than You Give -- Is Your Organization Stepping Up to the Challenge? Here are three suggested applications for non-profit organizations that use Facebook. |
CRM
June 6, 2012
Leonard Klie |
Social Is the Next Great Call Center Tech Social media use in the contact center is projected to grow 22.9 percent this year. |
InternetNews
September 1, 2009 |
'Shiny Bubbles' Make iPhone Developer Blue The latest iPhone app approval fiasco involves a rejected update due to graphics in the game too closely resembling Apple's trademarked design. |
CRM
March 2015 |
The 2015 CRM Service Awards: Rising Stars Our six Rising Stars proved their dedication to improving customer service via a variety of channels. |
CRM
November 11, 2014
Maria Minsker |
SAP Partners with Facebook to Offer Enhanced Audience Engagement Platform SAP's Customer Engagement Intelligence Suite will be integrated with Facebook's Custom Audiences platform. |
CRM
June 2011
Carolyn Heller Baird |
Social Media's Advocacy Paradox Businesses and consumers have different perceptions, according to social CRM study by IBM's Institute for Business Value. |
InternetNews
April 8, 2009
David Needle |
Google, Yahoo Have a Message for iPhone Users Yahoo updates Messenger for the iPhone, while Google bows a new version of Gmail for mobile. |
CRM
December 2012
Leonard Klie |
Piecing Together Multichannel Support Cross-channel support starts with connecting the right channels. |
CRM
November 14, 2014 |
RingCentral Now Integrates with Zendesk Integrations are designed to boost customer service capabilities while reducing support costs. |
Search Engine Watch
June 28, 2010
Nathan Linnell |
Measuring Audience Engagement in Social Media Providing a framework for measuring audience engagement while also soliciting feedback for additional metrics that should be factored into such a calculation. |
CRM
March 16, 2012
Eric Harber |
Four Ways Mobile Will Boost Your CRM Strategy Take your campaigns to the next level. |
CRM
January 2015
Brent Leary |
Don't Drop the Ball on Your Digital Engagement Strategy Customers' app journeys hold the key to new opportunities. |
Entrepreneur
May 2009
Francine Kizner |
The New Era of IM Instant messaging has come a long way since the days of in-network AIM chatting. |
CRM
December 18, 2013
Maria Minsker |
Relevvant Partners with Mobile Engagement Solution Provider OpenMarket As SMS makes a comeback, OpenMarket's solution will extend Relevvant's deep personalization capability to mobile. |
CRM
August 31, 2012
Patrick Dorsey |
Move from Social Media to Social CRM Five ways to bring your business up to speed. |
CRM
July 12, 2013
Duke Chung |
Made-to-Order Customer Experiences Why customer service will -- and should -- never be the same. |
CRM
August 2010
Joshua Weinberger |
Influential Leaders: The Opt-Out Dropout Mark Zuckerberg, cofounder and CEO, Facebook, created a social imprint - essentially overnight - that will last for decades to come. |
