All Posts By

Kevin Fredrick

business bot

Why Your Business Needs A Bot

By | Bots | No Comments

Both technological capabilities and consumer preferences are evolving faster than ever before, which amplifies the challenge organizations have as they attempt to establish and maintain competitive advantage. It is not surprising, then, that organizations of all sizes are struggling to adopt artificial intelligence and weave it into a comprehensive consumer engagement strategy.

The promise of artificial intelligence (AI) is compelling; a world where humans can interact with intelligent computers to perform tasks more efficiently. While 2016 may not be the year the promise of AI is fully realized, it is certainly the year that it becomes an integral part of  communication strategies for leading organizations. In fact, these emerging capabilities are increasingly being applied to business.

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business bot

Why Your Business Needs a Bot

By | Automation, Big Ideas, Customer Service, Self-Service, Texting | One Comment

Both technological capabilities and consumer preferences are evolving faster than ever before, which amplifies the challenge organizations have as they attempt to establish and maintain competitive advantage. It is not surprising, then, that organizations of all sizes are struggling to adopt artificial intelligence and weave it into a comprehensive consumer engagement strategy.

The promise of artificial intelligence (AI) is compelling; a world where humans can interact with intelligent computers to perform tasks more efficiently. While 2016 may not be the year the promise of AI is fully realized, it is certainly the year that it becomes an integral part of  communication strategies for leading organizations. In fact, these emerging capabilities are increasingly being applied to business.

Read More

communication solution

3 Things to Consider When Building Your Own Communication Solution

By | Big Ideas, Communication, Operations, Tech Support | No Comments

Empowerment. That is the word that comes to mind when one considers how recent technological changes have affected a business’ ability to create compelling communication experiences. Despite the fact that the basic tools for making a phone call haven’t changed much in the last 150 years (even your smartphone still offers you a standard numeric keypad, not so different from the rotary phones of old), we are entering an age of innovation around communications such that the world has never seen before. And best of all, many of these technologies don’t require heavy-lifting from IT teams.

Unlike the monolithic incumbents in the enterprise communication space that require multi-million dollar upfront investments and multi-year deployment schedules, the future of communication lies in software. Developers are now able to leverage communication APIs to build proofs of concept in hours or days that they can share with their business partners. Similarly, business analysts can leverage drag-and-drop user interfaces to build communication solutions in minutes, without having to request development resources. Never before have both technical people and non-technical people had so much ability to create meaningful solutions.

However, there are real risks and process challenges to account for when trying to build your own communication solution. There are both technological and experiential conditions that you must account for.

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Text Messages vs Push Notifications: Some Key Considerations

By | Apps, Customer Experience, Texting | No Comments

Push notifications are big business. Apple has sent over 7.4 trillion push notifications since the launch of iCloud in 2011, and research has found 84% of millennials respond to retailers’ push notifications. In fact, Facebook has even create an app specifically devoted to notifications, and the New York Times has an 11-person team dedicated to push notifications.

It’s easy to see why people like push notifications. They’re controlled by the user (they can turn them or of), there’s a deep link to the application so you don’t have to go searching through it, and it’s not limited by characters like other messages. In addition, push notifications aren’t highly regulated (for better or worse) and don’t cost anything to receive them.

But while there’s nothing quite like the thrill of receiving a new notification, push notifications aren’t always the best way to engage with customers. In fact, some consumers are turning them off.

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cross functional support

How Cross-Functional Support Benefits Your Business

By | Benefits, Customer Service, SMB, Tech Support | No Comments

Startups can be crazy, exciting places to work. While it can often feel like there are more balls in the air than hands to catch them, somehow everything ends up getting done. This is because, many times in startups, people from one department jump into another department to tackle the tasks at hand.

The collaborative, hands-on nature of startups is a great example of cross-functionality at work. Cross-functional teams combine the strengths and talents of different individuals to reach a common goal. Applied to customer service, cross-functional support means uniting individuals from several different departments (marketing, sales, operations, etc.) to figure out how to provide the best service possible to customers.

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Hold Up Your End of The Conversation With Transactional SMS

By | Communication, Texting | No Comments

How many text messages do you think the average American exchanges each month? 100? 500?

Try 914. That’s roughly 30 texts a day, or more than double that if you’re between the ages of 18-24.

Now, a good chunk of those text message conversations in your personal life will be conversational (“I miss you”, “Just a reminder to pick up the kids”, “Great to see you last night!”) but many others are transactional (“I’ll pick up the kids if you make dinner- deal?”)

Up until recently, these kinds of messages were only sent from person to person, not business to customer. However, more and more businesses are starting to see the value of letting their customers interact with them using their preferred communication channel: SMS.

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Texting Isn’t Just for Kids

By | Millennials, Texting | No Comments

“My kids would love that!”

I heard that recently from a middle-aged businessman when I told him that customers can now text businesses over their existing phone numbers. It’s not that he’s wrong (his kids would, in fact, love that), it’s just that he doesn’t understand how truly ubiquitous text messaging is. (And, by the way, that same guy admitted to text messaging on a daily basis himself.)

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How Voice and Text Can Increase Your Mobile App Downloads

By | Apps, How To, Mobile, Texting, Voice | No Comments

Many of today’s top businesses offer a mobile app, and all of them are looking for downloads in an increasingly prevalent mobile market. There were an estimated 138 billion global app downloads in 2014, and that number is set to double to 270 billion in 2017. With over half of American consumers downloading around four apps a month, how can your business tap into the booming mobile app market and increase downloads?

Answer: promote downloads through text message and voice, the two most common activities done on a mobile device.

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4 Ways to Provide Great Customer Service on Twitter

By | Customer Service, Social Media | No Comments

This post originally appeared on Desk.com.

Social media sites are some of the most-used in the world, with Twitter sitting firmly in the top five. According to Twitter, there are 288 million active Twitter users, and more than 500 million tweets are sent every day. Is your business using this popular communication channel to support your customers?

Here are 4 ways to offer great customer service on Twitter.

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4 Benefits of Consolidating Channels Into One Platform

By | Benefits, Miscellaneous, Omnichannel | No Comments

Providing a sophisticated communication experience can be a difficult task. Today’s technology has advanced so much in such a short period of time that businesses have to account for channel proliferation (voice, SMS, social, etc.), multiple touch points (web, contact centers, branches, etc.), the different tasks being performed (reminders, customer support, confirmations, orders, etc.) and channel affinity (which channels customers prefer) when providing service.

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