Richard Adhikari

About the Author Richard Adhikari


Mobile CRM

Survey: In-App Customer Support Is a Winner

Consumers want mobile apps with good in-app customer support, suggest results of a recent survey. Radius Global Market Research conducted the online poll of adults in the United States this spring. Among the survey’s findings: Eighty-nine percent of respondents said they would recommend an app if a customer support agent proactively contacted them while they were experiencing problems.

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Home Tech

The Smart Home Appliance and You

The recent rumor that iRobot had engaged in talks with Apple, Amazon and Google parent Alphabet to sell the data its Roomba vacuum cleaner gathers caused widespread privacy concerns.
Roomba maps homes — the spatial dimensions of rooms and distances between furniture and other objects — and the data it collects would be valuable to any of the major players battling to control the smart home.

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Marketing

Has Marketing Automation Started Making Sense?

B2B marketing automation has a long way to go, suggest the results of a recent survey of more than 350 marketing professionals in the United States and Europe. Act-On Software commissioned Econsultancy to conduct the research for its State of B2B Marketing report released last week.
Only 51 percent of respondents said the CMO or equivalent took a keen interest in marketing automation.

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Trends

Fulfilling the Omnichannel Shopping Imperative

The omnichannel approach has become a byword in customer service, but retailers need to do more to make it happen, based on a recent study. Researchers tested 57 metrics across desktop, mobile and in-store buying touchpoints to evaluate the end-to-end omnichannel experience at 30 popular and growing retailers. Here’s the problem: E-commerce absolutely is killing brick-and-mortar stores.

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Trends

It’s a Whole New World With Alexa

Voice computing is replacing the graphical user interface, Shawn DuBravac, chief economist of the Consumer Technology Association, said early this year at CES. Digital assistants will be integrated into many household objects, he noted. About 5 million voice-activated digital voice products had been sold as of January, and Bravac estimated 5 million more would be sold this year.

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Customer Service

Excellent Customer Service Requires Emotional Intelligence

Staff engagement is a key component in a telco’s ability to positively impact customers, according to InMoment. The company recently conducted a survey of 11,000 North American customers of Internet, mobile and TV services and found that telecommunications companies’ customers just plain hate them. Telcos should emphasize emotional IQ, or EQ, in hiring and training personnel, the study recommends.

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Service Providers

Comcast, Google Can Publish Users’ Email Contents

Comcast’s Terms of Service for its Xfinity Internet service gives it, its agents, suppliers and affiliates the right to “reproduce, publish, distribute and display” the content worldwide. It also lets third parties copy, republish or distribute material posted or transmitted using Xfinity Internet. This would include confidential information sent by a company employee or an independent contractor.

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Sales

New Service Promises Help Winning Government Contracts

Onvia on Tuesday launched a new service for companies selling to the public sector. The service provides access to detailed materials associated with a given solicitation, including all submitted proposals, the awarded bid, the final contract, and the agency’s scoring criteria. Onvia “helps clients succeed in pursuing government contracts,” said Ben Vaught, director of Onvia for Government.

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