How to Anticipate Customer Needs (With Examples)

When was the last time you heard a story about exceptional customer service? Or an innovative way a company figured out how to meet customer needs? You know the kind: An observant hotel employee rescues a beloved stuffed animal. The considerate customer service agent sends a gift card to apologize for a shipping error. A software company [...]

How Messaging Helps Hospitality Get Personal

The hospitality industry is by nature a very personal, very human business. It’s exactly for this reason messaging helps hospitality transform the customer experience by giving service providers a way to connect and engage with guests in a way that is easy, convenient, and preferred.

How to Rewire Omnichannel Service with Messaging

Studies have shown that companies with an omni-channel program enjoy 24% greater annual returns in company revenue and a 55% decrease in the number of customer complaints. However, it is important to note that less than 1% of all organizations have deployed an omni-channel strategy.

6 Ways to Improve Online Retail Customer Satisfaction with Messaging

Online retailers are experiencing more natural engagement with customers, reduced service costs, and reductions in workload from messaging. In this post, we'll discuss the five ways messaging impacts online retail customer satisfaction.

Part 2: 10 Criteria for Choosing the Best Messaging Vendor

Messaging is the next disruptive technology for the contact center. Consumers are demanding the ability to communicate via messaging with brands and businesses. As noted in Part 1, the interest, preference, usage, and demand for consumer-to-business messaging is evident, with the majority of U.S. consumers preferring texting over the current methods of reaching customer support (eWeek).

9 Reasons Why Customers Want to Text You

People love their phones. The average American will spend nearly a month and a half (44 days) on their phones in 2022, according to a survey from And they check their phones a staggering 344 times per day—up 31% from 2021. But making a phone call? That they don’t love. So if people aren’t making calls, what are [...]

7 Customer Experience (CX) Predictions for 2022

The last two years have been hard to predict. Actually, it’s been hard to predict what will happen in the next few weeks, let alone for the entire year. While we may be sick of hearing about unprecedented times, we can’t deny that the last two years have turned multiple industries upside down. The pandemic forced many businesses [...]

5 Ways to Outpace Your Competition in 2022

What’s it going to take to outpace your competition in 2022? We’re heading into the new year, and it seems like there’s a lot stacked against us. But even as talent shortages loom large and supply chain issues continue to slow down sales across industries, it’s your customer service that will help you outpace your competition and [...]