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Brian Coyle, Feb 8, 2016

What is In-App Messaging?

In-app Messaging allow you to engage with your customers right where they are in your app depending on exactly what they are doing.  Notice a user getting stuck in your upgrade flow?  See your user's credit card will expire next month?  In-app Messaging allows you to present a helpful nudge or link to your customer within your app instead of pushing out an email and hoping they act.

In-App messaging can be much more than just a replacement for transactional or marketing email though.  Intelligent In-App Messaging can be a bridge to very valuable customer interactions that allow you and your team to learn from and delight customers.  Intelligent In-App Messaging not only knows when a customer is in need of help within your app, it knows who on your team can help that customer and bridges the two.

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Brian Coyle, Oct 1, 2015

At ThinkVoice a big part of what we do is call center technology consulting.  We are fortunate enough to have the unique expertise around what it takes to integrate data and voice in the pursuit of efficient customer relationship management, whether that be through sales or support.  In the industry we call this Computer Telephony Integration (CTI).  While it's great for us to have this unique and niche in demand skill, the fact is with the latest innovations in this space the niche is gone and most all of our customers have instantly inherited these skills and most don't even know it.

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Brian Coyle, Sep 9, 2015

It's been four months since I attended the Twilio Signal Conference. The videos of the sessions and keynotes have been released here.

I have always been a huge fan of Twilio not only for the great product they put out but the idea behind the company which is that we have the power to build the technology we want. We are no longer constrained by closed physical hardware nor by crappy prepackaged software. I wrote about this after coming back from the last Twilio Conference now three years ago.

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Brian Coyle, Apr 13, 2015

Welcome to part two of our guide on implementing an omnichannel call center directly into your Salesforce CRM using Salesforce Open CTI, Twilio TaskRouter and Twilio client.  Part two adds the ability to handle incoming SMS messages to our agents in the same queue as the phone calls we implemented in part one.  If you missed part part one you can find it here.

The source code for the solution is available here. The tutorial is aimed at developers looking to build a call center within Salesforce or just looking to learn more about TaskRouter.  You can deploy the end solution to Heroku straight away.  If you aren't a developer but want the end solution give us a shout and we can give you a demo.

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Brian Coyle, Mar 27, 2015

This is a beginner's guide to implementing an omnichannel call center directly into your Salesforce CRM using Salesforce Open CTI, Twilio TaskRouter and Twilio client.  The source code for the solution is available here. The tutorial is aimed at developers looking to build a call center within Salesforce or just looking to learn more about TaskRouter.  If you just want to check out the end product you can deploy it to Heroku straight away.  If you aren't a developer but want to learn more give us a shout and we can give you a demo.

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