How it all started
This is our story. Nowadays Thulium is an advanced, all-round tool designed for communication with customers. Phone, e-mail, live chat and Facebook Messenger all …
Support automation at InPost
At Thulium usually things are busy, but the intensity of the last couple of months is off the scale. We worked on loads of projects …
M-commerce and customer support
The year of mobile. The marketing world was anxiously waiting for the year of mobile to finally happen, but the following problems never seemed to …
Two omnichannels
A guiding principle of the omnichannel approach in retail is that a customer has the same positive impression of the brand regardless of the channel …
Personalization of customer experience in e-commerce
Personalization is one of the most important trends in e-commerce in 2018. That’s hardly surprising. Research shows that American companies lost 756 billion dollars because of inadequate …
5 common mistakes in phone support
Customer support department without a phone is unimaginable. It was the first communication channel that allowed a quick interaction with a company. For quite some …
Why measure?
Business loves numbers, but somewhat selectively. Ask online store managers about average order value or shopping cart abandonment rate and they’ll come up with an …
What is customer success?
Churn – that word was causing considerable apprehension in boardrooms of software companies. The old sales models were slowly losing importance and SaaS was suddenly …
This is what you lose when you don’t answer phone calls
This very second millions of businesses around the world did not answer a phone call. BT group estimated the cost of such a seemingly insignificant …
This is what you lose when you do not reply to e-mails
Not replying to e-mails ends very badly. No calculator exists that would be able to work out how much exactly is being lost daily through …
