Category Archives: Engage

5 Ways Chatbots Can Turn Around Customer Service

It has only been a few months since Facebook launched its Bots for Messenger platform, and companies have already started to develop thousands of chatbots in various fields. Customer service seems to be a common theme, at least for businesses, as every company owning a bot wants to provide quicker and better answers to as […]


Best Practices: 8 Messenger Bots that Drive Online Interaction

In August, just four months after Facebook launched its own bot platform on Messenger, there were no less than 18,000 bots approved. While it’s beyond any doubt that not all of them were professionally built or are even worth a try, some are really impressive and practical. While there are already several directories of chatbots, […]


How to Approach Customer Service in the Gaming Industry

The gaming industry is a world of contrasts when it comes to customer service, mainly because of how differently sized the companies are. It would be expected of large video game developers and publishers to excel in this area, while independent developers would be deficient, but sometimes it’s the other way around. In this post, […]


How Will Virtual Reality Shape the Future of Customer Service?

The Future of Customer Service Could Be Tightly Connected to Virtual Reality Email and phone have long been the main pillars of customer service, but emerging technologies are determining companies to look into new ways of interacting with their clients. Virtual reality has gained a lot of traction this year, mainly in the video game […]


The Future of Customer Service: AI Replacing Human Interaction?

Human interaction has been often perceived as an irreplaceable component of customer service. However, technology progresses at an incredible pace, and many activities that were handled by real human beings in the past will be eventually assigned either to robots or directly to computer programs and artificial intelligence. The latter is seen more and more […]


Why Airbnb, Amazon, and PayPal Do Customer Service Differently

A week ago, we discussed how Uber, Google and Booking changed the game of customer service. You can read that story here. Now, we continue our approach to great customer service with other three international giants. Who hasn’t heard of Airbnb, Amazon or PayPal? They represent innovative business models that have disrupted entire industries: hospitality, […]


7 Examples of Successful User Generated Content Campaigns

Remember how things were 10 years ago? Marketers put a lot of effort into creating new strategies and campaigns that consumers would hopefully love. They invested into hiring creative people, let them work in special “creativity” spaces and were constantly focusing on expanding the channels to bring the ideas to the waiting consumers who would […]


Guest Post: How to Go Beyond Social Media – Promoting Content in Online Communities

Guestpost by Jacob Firuta (Livechat) Social media is not the only avenue you can take when it comes to promoting your brand online. Instead of focusing on creating your own audience, you can also try to engage already existing audiences on various community platforms. By showcasing your content on websites like GrowthHackers, Inbound.org or Reddit, […]


6 Customer Relationship Management Tools To Keep the Ball Rolling

Customer relationship management (CRM), customer service (CS) and customer experience management (CXM) are tightly intertwined. Why? Because they’re about one thing: making customers’ journeys and experiences meaningful enough that they wish to come back for more. Since we’ve discussed social customer service and social customer experience in two previous articles, it’s time we tackled the […]


5 Steps to Improve Your Social Customer Service Strategy

Is your social customer service strategy good enough? Companies that have a working social customer strategy are loved by their audience. It’s enough to take a look at what Nike, JetBlue or Xbox are doing on their social media accounts to understand that dedication and around-the-clock availability always pay off. Since your company may not […]


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