Layer
Layer
Blog Post
  • Jobr can trust its Career Concierge to handle so many user inquiries that they don’t need anyone to manage the bot. Why are their results so different from the 70% of Facebook Messenger chatbots that fail? Jay Feng, Jobr Lead Data Scientist, explains how building a chatbot with Layer has pushed the marketplace app forward.The post Chatbot Success: Lessons Learned from Jobr by Monster appeared firs...

Layer
Layer
Blog Post
  • It will take time to get the full picture of 2017 holiday spending. However, now that we’ve had some time to watch the eCommerce stats come in, let’s take a look at the spending season by the numbers so far. Who won this year and why?The post The Aftermath Part 1: 2017 Holiday Shopping by the Numbers appeared first on Layer.

Layer
Layer
Blog Post
  • Twitter may feel like the best way to interact with the 90% of consumers who have used social to communicate with brands. But in reality, social customer support isn’t the key to crisis management. See why a more conversational approach to customer support is the best way to retain your customers.The post Twitter Is Not a Customer Support Strategy appeared first on Layer.

Layer
Layer
Blog Post
  • Ahoy is a flight booking and travel support service for businesses. We spoke to Ahoy Co-Founder and CTO, Bart Hernas, about how the company has evolved. Check out how they’re using the Layer Customer Conversation Platform to make business travel easy.The post Ahoy Makes Business Travel Easy with Layer appeared first on Layer.

Layer
Layer
Blog Post
  • Reliance on digital services will only increase in the coming years. But no matter what new technology emerges, the real estate business will always be about connecting buyers and sellers. See how you can use new technology as a means to a customer-centric end.The post Real Estate Will Always be About Connecting Buyers and Sellers appeared first on Layer.

Layer
Layer
Blog Post
  • Disruption in the travel industry shouldn’t feel disruptive. The customer communications strategies that used to work now feel more like solicitations. And travelers are starting to tune brands out. See how you can make customer conversations more delightful at every stage of the journey.The post Travel Companies: Focus on Customer Conversation Over Solicitation appeared first on Layer.

Layer
Layer
Blog Post
  • In just two years, the rTribe mental health support platform has grown to nearly 200,000 users. We’re proud to say that Layer has been with the team from the start. Find out how we’ve helped rTribe create seamless customer conversations and build a two-sided marketplace for digital counseling.The post How rTribe Uses Layer to Transform Mental Health Support appeared first on Layer.

Layer
Layer
Blog Post
  • Disruption is an ever-present challenge for incumbent financial services brands. You have two options—view disruption as a burden and take a defensive approach; or see it as an opportunity and adapt proactively. See how you can claim the innovation opportunity by improving the customer experience.The post Financial Services Disruption: Opportunity or Burden? appeared first on Layer.

Layer
Layer
Blog Post
  • Despite the rise of omnichannel, retailers are still losing ground to Amazon. There are plenty of reasons why omnichannel strategies fall short. But if you want to move past them, you need to change the focus of customer conversations in retail.The post 3 Reasons Omnichannel Retail Fails (and What to Do Instead) appeared first on Layer.

Layer
Layer
Blog Post
  • After a crazy week in Lisbon for Web Summit 2017, we’re back to reality. This was the fourth year Layer partnered with Web Summit to power the conference’s messaging experience and the feedback just gets better every year. Check out our takeaways from this year’s event.The post Powering the Web Summit Messaging Experience in 2017 and Beyond appeared first on Layer.

Layer
Layer
Blog Post
  • We are back to San Francisco after our first Phocuswright 2017 and feel collectively energized about who we met and what we learned throughout the week. Now that we’ve had some time to reflect, here are some of our key takeaways about how customer conversations fit into the future of travel.The post Your Brand, Your Experience, Your Data: Thoughts from Phocuswright 2017 appeared first on Layer.

Layer
Layer
Blog Post
  • Saltside set out to create the largest, fastest, and safest online marketplaces for people in emerging markets. They knew they needed messaging and notifications to keep users connected, but faced a build vs. buy dilemma. See why Saltside chose the Layer Customer Conversation Platform to achieve its goals.The post How Saltside Uses Layer to Power eCommerce in Developing Countries appeared first on...

Layer
Layer
Blog Post
  • It’s time to bring sales and support back together. Back to the 1:1 relationships we had before mass marketing and the internet. That’s the premise I set in Part 1 of this two-part series. But what I’ve found is that getting people on board with this concept isn’t the problem. You’re probably already spending time […]The post Facilitating the Lifetime Customer Conversation appeared first on Layer.

Layer
Layer
Blog Post
  • Everyone has a horror story where they had to call customer support to solve a problem only to receive an untimely sales pitch. How can you upsell successfully and create a more loyal, profitable customer base? Don’t just focus on making another sale. Focus on lifetime customer conversations that naturally deliver more value over time.The post The Psychology of Upselling appeared first on Layer.

Layer
Layer
Blog Post
  • Chatbots, machine learning, and artificial intelligence all make it easier to take a more hands-off approach to customer conversations. But is that really the best idea? If you’re trying to automate engagement because you think that’s what consumers want, it’s time to take a closer look at the state of customer conversations. The post Rethinking the Pursuit of Customer Conversation Automation appe...

Layer
Layer
Blog Post
  • The separation of sales and support was the imperfect organizational answer to balancing internet availability and 1:1 service. No matter what industry you’re in, the gap between sales and support forces you to grow your business in ways that don’t align with consumer expectations. Now we have to bring customer conversations back together. The post Why Sales and Support Were Never Meant to be Div...

Layer
Layer
Blog Post
  • Open enrollment is a chance to sign millions of new subscribers. But the window of opportunity is small and the process can be stressful. But what if open enrollment didn’t have to be so chaotic (for you or your customers)? See how to transform customer conversations to take the pain out of health insurance enrollment. The post Transforming Health Insurance Customer Conversations appeared first on...

Layer
Layer
Blog Post
  • Voxeet and Layer Improve Lifetime Customer Conversations At Layer, we believe in messaging as the universal experience. Mobile has completely changed the way we communicate, and messaging interfaces present a conversation experience that we can all understand. But no matter how much consumers love messaging, there’s a time and place for synchronous forms of communication […] The post Voxeet and La...

Layer
Layer
Blog Post
  • After spending a week in Las Vegas for Money20/20, the Layer team has plenty to share. Financial services decision makers are all wondering the same thing—how can they get out ahead of the next big shifts in the industry? We talked to the attendees about how customer conversations can help them deliver future-proof experiences. The post Looking Back at Money20/20 2017 appeared first on Layer.

Layer
Layer
Blog Post
  • There were dozens of valuable keynotes, panel sessions, and fireside chats (including one by our own CEO, Ron Palmeri and Trunk Club Co-founder, John Tucker) at the 2017 Leadership in Digital Marketing Forum. Check out some of our key takeaways from the event, including the idea that brands are the sum of all customer experiences. The post A Look Back at the 2017 Leadership in Digital Marketing Fo...

Layer
Layer
Blog Post
  • Omnichannel appears to be the perfect response to mobile-first consumers. However, omnichannel doesn’t overcome the roadblock to more conversational business—traditional organizational siloes. Rather than viewing mobile messaging or other omnichannel tools as an endgame, it’s time to look at the bigger picture and organize your business around the lifetime customer conversation. The post Beyond Me...

Layer
Layer
Blog Post
  • The Web 1.0 model of Craigslist is giving way to focused mobile marketplaces that allow for a richer interaction between participants. Communication in marketplace apps creates trust: the more contextual and clear the communication in the app, the more trust is established. See why native communication is key to mobile marketplaces. The post Marketplace apps need native communications appeared fir...

Layer
Layer
Blog Post
  • Voice is the most natural messaging interface for the elderly and has the power to change healthcare as we know it. But as hospitals and nursing homes embrace voice assistants for elder care, many are missing the big-picture advantages of conversational healthcare. See why it’s important to incorporate voice into a larger messaging strategy. The post Voice and the Elderly—There’s More to the Conve...

Layer
Layer
Blog Post
  • MWC Americas hosted over 21,000 attendees from 110 countries, which gave us a way to connect with a global community of decision makers. Because we’re all so hyper-connected, the show gave the Layer team a chance to meet in person with the relevant context established beforehand. Here are some key takeaways from the conference. The post Customer Engagement a Major Focus at Mobile World Congress Am...

Layer
Layer
Blog Post
  • Now that we’re home from FinovateFall, I can look back and think about my key takeaways from both the thought leadership sessions and feedback for our on-stage pitch for the Layer Customer Conversation Platform. Here are three of the biggest themes from the event and two key use cases for messaging in the industry. The post Looking Back at FinovateFall 2017 appeared first on Layer.

Layer
Layer
Blog Post
  • Mobile has changed consumer expectations in customer support. Long, frustrating phone calls were once acceptable, but now instant gratification is expected. And yet, the companies whose apps we use every day—retailers, banks and financial services firms, travel companies, etc.—are keeping their customer support processes in the desktop dark ages. It’s time to adapt. The post On Mobile, Contact Us ...

Layer
Layer
Blog Post
  • It was great speaking with some of the 1,100 people in attendance at Aviation Festival 2017. Many of the speakers focused on how to reach customers where they are. Now that the conference is over, here are some of my biggest takeaways about how the airline industry can transform itself through customer conversations. The post Lessons Learned from Aviation Festival 2017 appeared first on Layer.

Layer
Layer
Blog Post
  • We recently achieved full HIPAA compliance, demonstrating our ongoing commitment to powering the next generation of healthcare technology and increasing customer/patient confidence. But our commitment to security goes beyond the healthcare industry to financial services and other regulated industries. Layer is built from the ground up with security in mind. The post Securing the Customer Conversat...

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