Matt Tumbleson

Two new metrics every customer service organization needs to measure

For consumers, the benefits of texting for customer service are obvious. Whether it’s tracking a food delivery or needing to change a flight, customers expect to have their questions answered and their issues resolved quickly. Of all the customer service channels, texting has proven...

Why The Highest Compliance should be your Baseline for Customer Service Messaging

October is National Cyber Security Awareness Month (NCSAM) and the epic Equifax breach serves as just one reminder of the frequent and rising cyber risks and hacking incidents. For customer service organizations, managing the exponential growth of customer data across multiple customer communication channels...

Is your customer service team prepared for the full scope of mobile messaging?

Last year we were telling brands to keep an eye out for trends in messaging. This year, brands are trying their best to deliver an omnichannel experience across the growing array of customer channels and touchpoints. Through a culmination of research, anecdotal experience, and...

Five Questions: Instagram as a Customer Texting Channel

Five Questions: Instagram as a Customer Texting Channel Brands take note. Instagram is morphing beyond marketing and becoming a viable customer service channel with the roll out of a ‘contact’ button that allows customers to text businesses instantly with the click of a button. At...

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