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The recent shutdown of Facebook’s M, a human-assisted AI chatbot, has caused some people to write-off conversational AI. While it’s true that this was a major story and minor strike against AI, we firmly believe reports of AI’s demise are greatly exaggerated. At SaleMove, we’re still very bullish on AI and its role in facilitating meaningful conversations between companies and customers. However, we still believe that in order for AI to be successful, the focus should be...

Of all the features of our omnichannel customer engagement solutions that we demonstrate, CoBrowsing most often elicits the biggest reaction. It’s awesome to see the benefits of true collaborative browsing - especially because our CoBrowse solution is so seamless. Today, we are excited to announce the launch of a CoBrowsing experience that allows you to provide yourself with a live, real-time demo of our technology whenever and wherever you’d like. No need to schedule time with one...

Offering a Better Banking Experience Through Assisted Experiences With 81% of consumers managing their finances online, banks are increasingly having to rethink their brick and mortar strategy to meet customer expectations. Today’s consumer expects ultimate convenience with the option to bank at all times of day. They also expect lightning fast assistance when transacting or needing support. For as much as consumers can do online, there are still situations where it is necessary for customers to visit a...

The telephone’s place in today’s customer journey Like it or not, the traditional phone call is still the primary method for many customers to engage with companies for support. However, the phone’s place in the customer journey has changed quite a bit. In the past, the origin of a customer phone call was pretty straightforward. Customers would look up a number in the big yellow phone book and dial. With regard to customer-to-company communication, the phone was...

Salesforce has done an amazing job creating what many call “the System of Record” - a platform that contains all customer data. This single source of truth has gone a long way towards allowing businesses to better understand their prospects and customers. But for all the data that the System of Record contains, one area that seems lacking is data on customer engagement. As business moves online, engagement between companies and their customers online becomes a major...

A Path Towards Delivering An Optimal Customer Experience It’s no secret that customer expectations are at an all-time high and, for many companies, meeting their demands is a daunting task. To deliver the experience that customers have grown to expect, companies must gain a better understanding of how to provide a more personalized, convenient, and efficient support system. A step in the right direction starts with providing your customers with true omnichannel engagement options. Whether a customer begins...

Empowering your agents through technology As the customer experience becomes more of a focus for businesses, companies are doing more to ensure their employees have the necessary tools to deliver a positive experience at every customer touchpoint. This is especially true in the contact center - where each customer engagement weighs heavily on their overall experience and satisfaction. So, how do we ensure that support agents have all the tools and context they need to go above...

Using Live Web Observation to Improve Customer Support As customer expectations rise, it’s becoming increasingly difficult to provide a positive customer experience. Today, regardless of industry, customers expect immediate support, accurate answers to their questions, and ultimate convenience. It’s simply not enough to just be better than your competition. Instead, you’re expected to match the experience offered by companies like Amazon or Apple. Providing an experience that meets or exceeds the heightened expectations of the customer is difficult....

Creating the Unbroken Customer Journey As more companies begin focusing less on price and more on customer experience, our mission to create an unbroken, contextual, and more human customer journey becomes critical to the success of the companies who rely on SaleMove to communicate with their customers everyday. Our all-in-one customer engagement solutions enable these companies to have deeper, more meaningful, conversations leading to an increase in sales and a decrease in customer effort. One way we...

As companies focus on moving more of their business online, it is becoming increasingly important to pay closer attention to the customer journey and online sales funnels being created. For the best shot at success, companies must build a seamless cohesive journey that maximizes engagement while minimizing effort. But doing so, traditionally, is far from easy. For the most part, the customer journey is seldom linear and, in many cases, encompasses numerous channels - both offline...