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21% of Companies Don’t Respond to Chat Requests: SuperOffice Study

Of course, chat is only useful if someone answers. CRM vendor SuperOffice tested 1,000 companies and found that 21% didn’t respond to live chat support requests, even when they were made during business hours. They also found other best practices are widely ignored: 23% of companies don’t ask for contact information before starting a chat, 45% don’t ask for feedback after the chat, and 55% don’t offer transcripts. Irony alert: there’s no chat option on SuperOffice’s own Web site. It does seem to be available in their CRM system.

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Lack of Trust Stalls Sharing Economy: Maru/Matchbox Study

May 22, 2017

Pretty much every presentation on marketing technology now starts with rising customer expectations for personalization. Fair enough, but what else is on their minds? Maru/Matchbox, whose business is customer marketing insights, finds that trust is eroding in pretty much everything (yeah, we knew that) and one result is stalled growth in the sharing economy (that one is news to me). Back in unsurprising territory: Millennials participate much more in the sharing economy than their elders.

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Melissa Adds Cloud-Based Matching Service

May 18, 2017

Campaign management is worthless without good customer data, right? A Customer Data Platform is generally the best approach, but if all you want is a simple deduplication tool, you’ll be happy to know that Melissa has made its venerable MatchUp matching system available as a cloud service. Melissa announced a more comprehensive offering last month, incorporating Pentaho data integration tools. But it’s still pretty much a do-it-yourself project.

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Google Again Delays Third-Party Cookie Deprecation

April 25, 2024

Procrastinators of the world can throw a party whenever they get around to it: Google has once more pushed back complete third-party cookie deprecation.  The new target is “early next year.” Reasons for the delay include concerns expressed by U.K. data regulator Information Commissioner’s Office, an ongoing inquiry by the U.K. Competition and Markets Authority, and widespread discontent in the advertising ecosystem.

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