Why We May Be Thinking About Chatbots All Wrong
Chatbots have human names and can talk to consumers just like a friend, but are businesses putting too much emphasis on flashy algorithms?
The Content Strategist
Customer service
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The Customer Service Arms Race
The FAQ is finally evolving, and thank god for that.
CONTENT WATCH: Quit being a SaaS-hole, and more
The Strategist picks the day’s most interesting stories for the content aficionado who loves the backstory and reading between the lines. Here are a handful of headlines to kickstart your Thursday.
The Unforgivable Sins of Bad Content
In the same way that a bad experience with a company’s customer service rep can make or break a company — so can bad content.
American Airlines’ First Class Twitter Strategy
For American Airlines, Twitter is a customer service tool. With more than 416,000 fans, it ranks fifth place among airlines.
Why Getting to Know the Customer Matters
With technology becoming more sophisticated, it's important for companies to personalize their interactions with consumers
Best Buy Uses Twitter to Enhance Customer Service
The electronics megastore constantly updates its accounts with answers to customers' questions, replies to their concerns, and discounts.
Lessons from Dell’s Dedication on Twitter
The brand uses social media the right way: To connect with people, address their concerns, and participate in meaningful conversations.
Google+ Hangout Can Energize Marketing Plans
Google+'s hangout feature, which allows people to chat with each other via webcam, is a great tool for customer service and marketing.