“If you don’t reach them on channels where they communicate, you’ll lose them,” Mikkel Svane told me in an interview three years ago. It was at that time when Zendesk’s chief executive detailed how the customer service and support landscape was changing. “You have to embrace all the platforms, but you have to find out… Continue reading Zendesk’s New Developer Platform Lets Brands Incorporate Customer Chat Support Into Apps
When I started working for Intercom a year ago, the initial reactions I received were people asking: “The live chat company?” And while that’s primarily the solution it’s known for, the reality is in this age where businesses flock to Facebook, Google, Slack, Kik, WeChat, and other third-party messaging services, Intercom wants to provide the… Continue reading For Intercom, All Your Customer Relationships Are Belong to You
Technology is often highlighted as the savior for businesses, enabling them to be better connected with their customers and adapting to the new age of capitalism. But the truth is that it’s not an “if you add it, they will come” scenario. Companies touting that they’re using live chat, bots, new age support services, and… Continue reading The Big Problem Brands Have Communicating With Customers
How do you view your customers? Do you go around and create print ads, schedule media buys, develop websites and hope people will buy your products? Are you going out of your way to figure out what the trends are and are you evolving with them? If not, then you’ve already doomed your business to… Continue reading End Business As Usual: It’s Not Enough To Have Customers. It’s Another To KNOW Them.