Good morning, how many channels are you using to talk to customers?
We’re in the thick of the holiday season, which means many e-commerce customer service teams are inundated with customer inquiries. Marketers want to meet consumers on whichever channel they prefer — the trick is bringing all of these channels together on one platform to manage customer engagement as efficiently as possible while keeping a single view of the customer experience.
To help its users better communicate with their customers, LogMeIn has added WhatsApp and WeChat integrations to Bold360, the company’s AI-powered live chat customer engagement platform. The WhatsApp and WeChat integration further extends the platform’s capabilities which already included Facebook Messenger and SMS Text integrations. LogMeIn says it is also working to add Apple Business Chat, Google Business Messaging and Microsoft Teams integrations — efforts that will help it compete with solutions like LivePerson’s Maven, an AI-powered conversational bot platform.
After launching its “Interpreter Mode” translation functionality on Google Home and smart displays in February, Google is now bringing it to Android devices and iPhones. The feature offers an elegant and enhanced presentation of Google’s underlying machine translation capabilities, making it possible for users to easily translate conversations in real-time. MarTech Today editor Greg Sterling notes, that while the new feature will likely reinforce usage and loyalty for Google’s Assistant technology, we still don’t know how frequently consumers are using the Assistant on smartphones.
We’re not finished yet, keep reading for tips on creating effective calls-to-action and to find out who Google recruited from PayPal to lead commerce.
Amy Gesenhues,
Senior Editor