This article was originally posted on CIO.com.

The customer service (contact center) space is accelerating faster than the market has ever seen up to this point. Artificial intelligence and digital communication are changing everything.

Let’s start with some context. Right now we’re in the middle of a major market disruption by cloud-based contact center software platforms. They’re turning the conservative call center space into cutting-edge contact centers by helping them give up the expense and complexity of their hosted gear for easy-to-use, budget-friendly software as a service products in the cloud. They’re doing a great job of convincing and it’s…


Credit: istock

Originally posted at http://www.cio.com/article/3204134/artificial-intelligence/can-things-be-social.html

Everyone has some concern about the implications of artificial intelligence (AI) on our human job force — it’s in the news everywhere. But, what if it goes beyond jobs? What if it completely changes the meaning of other aspects of our lives and businesses that we haven’t thought much about yet? Like, how we communicate socially and who, or what, we interact with in a social network. What if this current generation of social media networks and apps is the end of social media as we know it? …


Photo Credit: Ed Yourden/Flickr

This past year, the media has been full of posts talking about the rise of artificial intelligence (AI), bots, next-gen automation, Internet of Things (IoT) and how it all may combine to replace humans in many job sectors (by the way, that’s BINGO, if you’re playing Buzzword Bingo). Our recent announcements at HelpSocial about our Open API platform have us thinking about the same things and wondering if we’ve just helped to make that “replace-all-humans” scenario easier to happen.

Platform as a Service (PaaS) business models are interesting. We used to buy expensive hardware servers and write every line of…


On Tuesday Amazon Web Services announced the launch of their new contact center product, Connect. While everyone talks about how Amazon is entering, yet, another new market to compete in, one thing that has been glossed over is why they’re entering with this product at all. As it appears, Connect was never supposed to be customer facing.

In a post by Sheila McGee-Smith, Founder of McGee-Smith Analytics, she quotes Amazon’s VP of Worldwide Customer Service, Tom Weiland, as saying, “traditional contact center solutions were unable to meet our demanding requirements.” He went on to explain (my paraphrasing) they had unique…


Today, at HelpSocial, we announced a few big things. You can read the press release for details on the 2.0 version of our Open API platform, the addition of messaging apps into our family of social networks and our new usage-based pricing model. But here, I’d like to call attention to why we made the decision to move in the direction we’re going.

It’s been a little over 3 years since the first announcement that we were starting HelpSocial. Since that day, nearly 100% of our sales calls have had the same things in common:

  • Businesses are having a hard…

By now, you’ve probably read about how quickly, electric car manufacturer, Tesla Motors, implemented a change after a customer tweeted about a problem. CEO, Elon Musk, and Tesla are receiving great praise for the fast customer service effort. They did a great thing here. But should this really be as big of a story as it has been?

It’s interesting how many are responding to this. Almost as if Tesla’s achieved the impossible in, yet, another area of business/technology/leadership. The reality is, what they did is definitely great customer service — but it’s expected now. For sure, let’s celebrate great…


What problem are you solving? Who gets the most value from solving that problem? Ultimately, the answer to that second question is your target market. Boom. Done. If it were only that simple….

Finding your target market is up there at the top with some of the most common challenges a startup faces. The reason is because you have to ask a lot more questions to truly have an understanding of your target customer and whether your product really does solve their problem. A better way to think about this is asking yourself - are you asking the right questions…


Last year, HelpSocial began working with inContact, to bring our social features into their current platform. We are excited and proud to announce that the hard work has paid off and inContact customers now have the ability to use social media to serve customers from the same user interface as their other communication channels. Check out the joint press release here.

Our partnership with inContact is a great example of how social media customer service can be delivered from the contact center in a brand new, and innovative way. This is a pivotal moment for HelpSocial but also for social…


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Here we are. Post three of three. If you made it this far, thanks for reading along. I hope these posts have offered some helpful insight. If you haven’t read the first two parts of this series, check them out. In them, I set expectations for what the Techstars program feels like and what you’ll be doing for the 3 months. Today, I’ll finish up the series by sharing what our team at HelpSocial walked away from Techstars with. If you have any questions for our team, please reach out to us here. …


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Picture courtesy of the wonderful Kara Gomez. @gutsygomez

In the last post I covered what to expect from the Techstars experience. Today, here’s a view of what you’ll be doing during the program. Again, questions about the HelpSocial team’s experience are welcome! Contact us here.

The first month of Techstars was affectionately known as “Mentor Madness” in our program. For a month, all day long, you and your co-founder(s) are scheduled for 20 minute meetings with mentors, back to back. Think speed-dating for startups. We got to know a little about our mentors and they got to know a little about us. Over the course…

Matt Wilbanks

CEO, Co-Founder @HelpSocial. I've been known to swim, bike and run. Sometimes all in the same day. Love #TexasBBQ.

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