Tag: customer experience - Page 3

Chatbots are here to usher in a new era of customer service! Are you ready? Customer service agents will always be needed for the human element of customer conversations, but a chatbot can greatly assist your customer service team. Customer service agents love automated services like this because it frees them up to focus on the bigger pieces of their work. It creates a win-win situation where the chances that a customer will have to call in for support are diminished while being more productive with the time of the customer service agents. Below, we have some ways that a chat could change the way your customer service operates.

The buyer's journey has shifted, and it is progressing even more. People are now using web searches and social platforms to influence how they purchase products in today's market.  With the help of our cellphones, tablets, and computers, we are all digital consumers. Because of this, we now have more information at our fingertips, a better understanding of how customers interact with brands, and an idea on what leads someone to make purchases.

Online consumers have evolved, and so has their journey. Promotion within your company isn't going to cut it anymore. Why? At this day and age, customers can now research on their own and may not need assistance from a company until they are ready to take the next step, purchasing a product or service. Since buyers wish to govern their discovery process, it is your job to use the right tactics to guide them towards your business.

Adobe’s transformation from desktop to the cloud was cemented at this weeks’ Adobe Summit held in Las Vegas.

As a marketing agency owner for 20 years, I am more than familiar with Adobe products. My entire agency has Apple computers and our design departments use the Adobe Suite.

Is Adobe in a place where the final battle will be fought between the world’s biggest technology players and dare I say, Adobe seems to be conquering them all - at least in terms of coming out with new technologies and innovations that are game-changing? The recent acquisitions of Magento and Marketo have been intrinsic in bringing together best of breed technologies, and maybe it isn’t the last piece of the puzzle, but certainly a momentous movement in taking their business from desktop to the cloud.

Technology by itself is not a disruptor. It's not being customer-centric that threatens businesses, and that will never change.