Exploring the Multichannel Marketing Ecosystem

As of late, the preferred method of customer service isn’t necessarily through the telephone. Consider the consumer habits of millennials—a generation highly reliant on Internet and mobile-based communications. In fact, a survey from the customer service tech analysis company Software Advice revealed that 56 percent of respondents aged 18-34 prefer communicating via live chat rather … Continued


Rapid Response Routing – Customer Service for the NOW Generation

In the evolving world of direct interactive marketing, we are faced with great challenges and opportunities brought on by innovative digital communication technologies.  The combination of the internet and mobile devices has created a world where we have all become accustomed to having every bit of information we need right at the tip of our … Continued


Satisfying the Customer Service Needs of the NOW Generation

People want things NOW!  I know I’m guilty of this myself. With close to 79% of Americans online according to Internet World Stats, the need to engage customers and potential customers immediately is more important than ever, especially with the incredible growth of mobile devices and tablets. The other day I was on various websites … Continued