Customer service and success
MarTech is your source for marketing customer service and success content. You’ll find a variety of up-to-date and authoritative resources, including the latest news, tactic-rich tutorials, and the latest data to help you work smarter and make better decisions.
What you read here is written by our experienced in-house team of editors and research professionals, and subject matter experts from leading brands and agencies.
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How location data helps marketers acquire new customers and expand campaigns
Marketers can use location data to find new customer insights and improve ROI.
Attentive launches text-to-buy solution with Shopify’s Shop Pay
Marketers can expand commerce through SMS campaigns and improve text experiences.
Invoca announces new integration with Five9
The partnership aims to provide a deeper connection between marketing campaigns and call center sales teams.
51% of consumers would leave a brand if digital experience isn’t as good as in-person
PwC survey finds younger consumers are more likely to switch brands.
Unbabel provides AI translations for Zendesk
Will let consumers exchange messages with company representatives, even if they speak different languages.
Why UX is critical to digital marketing
UX design strategist Jared Spool explains that experience can't be divorced from product and service.
Customers aren’t satisfied: Fewer than 35% say they’re happy with brands
First impression, ease of use are most important to customer satisfaction.
20 ways to make your marketing team more productive
Here are some hacks and ways to build a culture that rewards productivity.
Customer Service and Success: What they are and why marketers should care
Learn the importance of customer service and customer success to overall business performance.
5 tips for building customer trust during the supply chain crisis
The supply chain crisis isn't going anywhere just yet, but The Brooks Group has advice for sales, marketing and customer success teams on how to navigate it.
Digital asset management (DAM)
Webinar: Transform your content operations with DAM
McCormick is transforming how product content is created and used across its organization with digital asset management.
Yellow.ai launches low-code digital agents for swift deployment
Low-code installation is offered for Dynamic AI Agents tailored to specific verticals as well as to internal functions like HR.
Irrelevant marketing has consumers turning off brands
The top offender is content selling them a product they just purchased.
Converseon applies predictive analytics to conversation data
A new suite of solutions aims not just to evaluate data from conversational and social streams but use it to predict business outcomes.
Good morning: Customer experience takes the cake
Delivering what the customer is looking for can be a recipe for success.
JANA Partners issues new public criticism of Zendesk
Zendesk shareholder JANA Partners continues its public feud with the CEO and Board.
Salesforce releases new conversational and identity resolution features for service and marketing clouds
Integration with AWS Contact Lens brings advanced transcription and real-time sentiment analysis to Amazon Connect customers.
Good morning: The more diverse your team, the more successful it is
How do you find the people who aren't at your table?
Diversity and inclusion in marketing
By the numbers: Diversity and inclusion are good business
Improves stock and revenue performance, hiring and retention, and customer acquisition and loyalty.
ActiveCampaign extends Slack integration
Sales, marketing and customer support teams connect through ActiveCampaign app for Slack.
Intercom introduces new customer service and insights products
New Intercom Surveys and Switch aim at expanding the omnichannel service experience.
Why real-time personalization drives loyalty and growth at scale
In this Salesforce webinar, learn how to capture your customers' hearts (and wallets).
Disrupt the funnel and accelerate revenue opportunities
In this webinar, learn how AI-powered conversations drive prospective buyers towards the next best action.
Crawl, walk, run to real-time personalization
Strategies that prove why real-time personalization drives loyalty and growth at scale.
The lost art of talking to customers
The more you involve your customers in the marketing process, the more successful you will be.
Who thinks you’re customer-driven, you or your customers?
Every marketing team claims to be customer-driven. Learn how to validate if you’re making the lives of your customers easier or harder.
A/B testing is dead, long live A/B testing!
In this webinar, learn what is making A/B testing obsolete.
Webinar: Your guide to scoring Google 5-star reviews
If you don't offer the experience your customer is looking for, your reputation may be at stake.
VHT’s Mindful app joins Genesys AppFoundry marketplace
Service reps gain control over channel and timing to accommodate customer needs.
Merkle introduces new customer experience products for contactless shoppers
The products aim to increase the flow of information and service to shoppers without having to download an app.
Customer success gets passionate
Is this the dawning of the Age of Customer Love?
Strategies to fuel your long-term growth
Register for this webinar and gain insight into what’s challenging your clients or fellow marketers and how to overcome them.
5 ways data can help you understand your buyer’s journey now
In this live webinar, learn how to create a better user experience and give your customers what they need.
Zendesk acquires Cleverly.ai
Customer service conversations are on the rise, and AI helps to scale the ability to respond.
Toluna expands product insight methodologies
Customer experience includes experience with the product. Toluna is providing market research into product satisfaction at scale.
Is your martech stack failing to build authentic customer experiences?
Understanding consumer behavior can drive meaningful communications.
Level up your customer experience by building a winning martech stack
In this webinar, learn how to understand consumer behavior to drive meaningful communications.
Keep your customers coming back with these top 5 journeys
Learn how to reach your customers with captivating, personalized messaging.
The top 5 customer journeys to keep them connected and coming back
In this webinar, learn how to reach your customers with captivating, personalized messaging.
How you handle email replies matters for great customer experiences
If your "reply-to" handling is automated, you might be missing an opportunity