How to improve customer experience in your online marketplace without increasing risk

By Kyle Robbins on Apr 9, 2019 9:09:00 AM

The user experience is the differentiator

For many B2C businesses, the biggest differentiator is not just their quality product or service, but their ability to create an effortless user experience. For example, when considering delivery dinner options, which experience would you rather have?

  1. Dig up an outdated menu for a place you hope delivers to your house, wait for somebody to answer the phone, wait on hold, have trouble hearing the person taking the order, and then wait some more.
    or;
  2. Open a mobile app, customize your order, pay for it, leave a tip, and track your order's progress in real time.
Continue Reading

How to improve your clickthrough agreement workflow and decrease legal risk

By Brian Powers on Feb 18, 2019 8:01:00 AM

This post was originally published February 2018.

There is no denying that clickthrough agreements (or clickwraps) have become both ubiquitous in our daily lives and a fundamental part of doing business. And for good reason: people expect transactions to happen fast, sometimes instantly, especially in online marketplaces, SaaS businesses, and mobile apps.

Slowing things down for contracts isn't an option. Businesses use clickthrough agreements to inject contracts seamlessly into their checkout flows, registration forms, and other moments of electronic engagement. However, a lack of workflow around your clickthrough agreements can expose your business to even more risk.

Continue Reading

Grab aims to set a new global benchmark for privacy and consent

By Kyle Robbins on Oct 19, 2018 1:44:58 PM

Grab, Southeast Asia’s #1 ride-hailing app, is making headlines for its forward-thinking use of technology. Not only is the transportation app setting new benchmarks by prioritizing consumer and driver safety, but the business continually improves its customer and employee experiences through new partnerships and integrations. These initiatives have put Grab at the top of the transportation food-chain.

Topics: Workflow
Continue Reading

Your call center best practices are missing one major thing: mobile-friendly contracts

By Brian Powers on Sep 7, 2018 10:00:03 AM

There are several resources with best practices for call centers, filled with advice and tips on how to improve customer engagement over the phone, including customer support and sales. There’s a major factor most of these resources are missing when building benchmarks for successful call centers: how to make your contracts more mobile-friendly.

Topics: Workflow
Continue Reading

GDPR: Double opt-in plus GDPR Consent Management for effective and compliant email marketing

By Greer Williams on Jun 28, 2018 2:42:03 PM

By now, marketers should know that the General Data Protection Regulation (GDPR) went into effect on May 25, 2018. A common belief is that double opt-in methods for email marketing solves the regulation’s requirement for gaining consent to collect and/or process a person's (or, data subject’s) data—but it doesn’t. Why? Let’s break it down.

Continue Reading

Workflow is the secret to GDPR consent management compliance, not double opt-in

By Greer Williams on Jun 14, 2018 9:00:00 AM

The General Data Protection Regulation (GDPR) has been enforceable for several weeks now. Leading up to its May 25 deadline, many marketers were (and still are) evaluating their consent capture and tracking methods, ensuring it was up to par with this new regulation. Where many fall short of compliance is by relying on double opt-in methods. Let us first state this: The information a double opt-in collects on its own is not enough to prove consent. When a user opts-in to your company’s newsletter by filling out a form, the link to complete the sign-up in the confirmation email does not provide the information needed to prove consent under the GDPR.

Continue Reading

Infographic: High-Velocity Contracts for Consumer-driven Economy

By Greer Williams on Apr 16, 2018 2:37:49 PM

According to a 2016 IACCM study, 83% of employees dislike their internal contracting process---what would your employees say about yours? Our latest infographic covers to need for contract workflows to adapt for the consumer-driven economy of today.

Continue Reading