June 30, 2019
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Great customer service has long been a competitive advantage for any business. But for online merchants, that can take up valuable extra time, as customers wonder where their packages are. Amazon's massive online retail business has done many things, such as famously upended the book industry. It's also changed customer expectations--free shipping (or shipping by subscription), fast delivery, giving customers the ability to track with a click of a button. It puts the mom-and-pop online stores--and many other large operations--at a disadvantage. Aftership provides the Aftership API to help level the playing field.
Moxie Software has released Engage+,"the first social chat app that leverages Facebook’s social graph leveraging public profiles to target social visitors with unique proactive offers and provide agents with a rich set of social data." Until now, sales and customer service reps had access to limited customer data when interacting with customers via chat (e.g. customer name, purchase history, email, perhaps a few other data points). Engage+ utilizes Facebook's social graph to further understand and engage customers during chat conversations (e.g. age, brand likes, friends, mobile usage, and many more data points). Deeper profiling during a customer interaction allows companies to produce customized offers pinpointed at specific customers.
Whether its a new e-commerce startup carving out its niche (e.g. Chirpify, Anedot), or an industry giant releasing new API capabilities (e.g. PayPal, MasterCard), e-commerce stories flood the headlines with new ways to transfer money across the web and on the go. However, Terapeak's approach to e-commerce concentrates on behavior as opposed to money transfer. Terapeak has set the industry standard in e-commerce analytics and market research. Recently, Terapeak aimed to broaden its base and encourage deeper analysis with the new Terapeak API and Developer program.