Boomtown Blog

We’re here to help you take your product support to the next level and deliver exceptional customer experiences.

Technology Products
September 23, 2020

Legacy Systems & The Opportunity Cost of Inaction

Some technologies, no matter how old, are too important to replace. That doesn't mean that the processes surrounding them can't be improved.

Real-World Business
Oct 14, 2020

Lost in Translation: Archaeology Lessons for 21st Century Businesses

What can archaeology and the study of ancient history teach us about 21st century business practices?

What's New
Oct 5, 2020

Boomtown Release Notes: October 2020

Release Date: 10/15/20. Updates to core workflows and fixed bugs.

Technology Products
Sep 23, 2020

Legacy Systems & The Opportunity Cost of Inaction

Some technologies, no matter how old, are too important to replace. That doesn't mean that the processes surrounding them can't be improved.

Real-World Business
Sep 16, 2020

Pitfalls of an Ill-equipped Sales Team

When sales teams are ill-equipped, money gets left on the table. That's bad branding and bad business - but it doesn't need to be that way.

What's New
Sep 14, 2020

Boomtown Release Notes: September 2020

Release Date: 9/24/20. Updates to core Case workflows and fixed bugs.

What's New
Sep 9, 2020

Products

Our Universal Product Index also helps new partners start supporting their customers faster since they benefit from all the data and knowledge that we already have on a product that they sell and support.

What's New
Sep 8, 2020

Saved Views for Better Queue Management

You’ll notice that we simplified the left navigation in the new interface. We removed all drop down options and made each main navigation item a single click to enter. All your Views are aggregated into a single list. When you click on a View, it updates the records you see in the list to match the pre-set filters.

What's New
Sep 8, 2020

Knowledge

While working on the new interface, we also spent time adding a whole bunch of new functionality to our knowledge base to get it ready for enterprise partners. We have seen knowledge become a core component of our software and a key part of almost every new software partner that we have signed. We are promising our partners the ability to deliver the right knowledge to the right person at the right time and the new knowledge management system is the foundation for that promise.

What's New
Sep 3, 2020

Introducing My Work - A New Home Base

We took the “Mine” queue from the previous interface and we turned it into the home base of the app for each user. My Work is where you land when you first log in and it is a summary of all the Cases that you own, prioritized by what needs your attention first.

What's New
Sep 3, 2020

The New Engagement Console

This is the new Engagement Console. This is a big one so hang in there with me.

What's New
Sep 2, 2020

A New Boomtown Interface

We focused our efforts not not only creating a simple more intuitive layout, but also ensuring that we were helping teams deliver the right answer, to the right person, at the right time.

What's New
Sep 2, 2020

New Language for the New App

With the launch of our new interface, we are making a handful of language updates. While I won’t list every change in this post, here are some of the major ones.

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Support
Dec 3, 2020

The 5 C's of Customer Experience

The key to delivering excellent customer experiences lies in executing on five essential issue areas: Care, Communication, Competence, Collaboration, and Completion.

Support
Nov 12, 2020

Communication, or torture?

Both customers and the teams that help them can sufficiently sum up each and every customer experience with one of the following words: communication, or torture.

Support
Oct 23, 2020

The Game of Telephone

Also known as the game that no-one wants to play.

Support
Apr 30, 2020

What is Knowledge Delivery?

Knowledge Delivery empowers teams to resolve customer issues proactively, cutting down on response times & providing excellent customer experiences. Here, we offer a deep dive into what that looks like, and how it can empower your teams to drive superior outcomes - from sales to support.

Support
Mar 23, 2020

How Boomtown and our Partners are Navigating Uncertainty Together

Uncertainty is the defining factor of the current business landscape, which makes flexibility and efficiency more critical than ever.

Support
Feb 6, 2020

Make your Company Recession-Proof with Outsourced Support

Outsourcing your company's support organization can save you thousands. If and when a recession hits, those savings will make all the difference to your bottom line.

Support
Jan 30, 2020

How to Outsource B2B Support (Without Everything Going to Hell)

Outsourcing customer support successfully can make or break your business. Learn how to outsource support right the first time with Boomtown.

Support
Jan 26, 2020

Why Should You Outsource B2B Support?

Need support scaling your B2B business? Discover the benefits of outsourcing your B2B support and improve your relationship with your customers.

Support
Jan 14, 2020

Who Should Invest in Product Support?

Product support is an increasingly vital part of any B2B technology vendor’s offering, helping businesses to attract and retain customers.

Support
Dec 12, 2019

Investing in Product Support and Understanding ROI

Why should B2B companies invest in product support? Here are the top benefits of providing next-level product support, including tangible ROI you can measure.

Support
Nov 30, 2019

How Does Product Support Work?

How do you build a product support workflow that can scale without compromising value? Here are the key components for building a great support system.

Support
Nov 19, 2019

What is Product Support?

Product support as an integral part of a company’s growth is a relatively new idea. In today’s digital landscape, it’s imperative for customer satisfaction.

Support
Nov 10, 2019

Product Experience vs Customer Experience: Why B2B Technology is Different

B2B technology companies benefit from focusing on product experience as opposed to customer experience. Delivering optimal product gains users’ confidence and trust.

Support
Nov 3, 2019

The New VAR Business Model for Recurring Revenue

Customer service is at the heart of unlocking recurring revenue for VARs. Ongoing relationships with businesses form the crux of successful VARs support.

Support
Sep 16, 2019

2020 VAR Industry Trends: How Value-Added Resellers Can Drive Growth in a Changing Market

Read on to learn more about the VAR trends changing the industry in 2019 and what that means for value-added resellers who want to remain competitive.

Support
Sep 15, 2019

The Holistic Customer Journey Framework: Thinking Beyond Products & Brands

There's more than one way for the customer journey to unfold. By developing a holistic understanding of the customer journey and experience, brands can improve customer loyalty, reduce friction, and improve support quality.

Support
Sep 15, 2019

How IoT Support Is Making Our Lives Easier: 6 Ways Connected Devices Are Elevating Customer Experiences

Connected devices offer new conveniences to consumers, but IoT support also helps customer support agents deliver faster service.

Support
Sep 15, 2019

The Ecosystem Economy is Changing Everything You Think You Know About Customer Support

The ecosystem economy is reshaping how customers interact with businesses and service providers. To continue providing amazing customer experiences, businesses must adopt collaborative support tools and practices to allow shared knowledge and context across ecosystem partners.

Support
Sep 15, 2019

How Business Can Improve Customer Service By Realizing They Are Customers Too

Customer support is a tricky proposition for any business. Not because it's hard, but because it's hard to get right. However, if you can put yourself in their shoes and give customers the time, attention, and trust you would seek, its anything but complicated.

Support
Sep 15, 2019

Why Business Ecosystems Are the Future of Customer Experiences

We're looking ahead to how technology companies can come together to repair the customer experience once and for all. How building business ecosystems can tear down the information silos controlled by different organizations and reimagine the customer journey entirely.

Support
Sep 15, 2019

Customer Experience Management: Designing Better CX from the Top-Down

Customer experience management is the practice of designing and optimizing customer experiences to be as seamless and effortless as possible. This can be achieved through changes to company policies, team training, and customer experience management tools.

Support
Sep 15, 2019

Need Help With Your Help? You Might Need an IT Ticketing System

If your business is looking to implement an IT ticketing system but is unsure where to start, our handy guide will point you in the right direction.

Support
Sep 15, 2019

How the Internet of Things is Changing Customer Service

The advancement of technology in the era of the Internet of Things is moving at a rapid pace, and along with it, the service required to support its massive expansion.

Support
Sep 15, 2019

Digital Transformation for Customer Support Part 4: Shifting from Reactive to Proactive Support

Proactive support is all about providing customers with help they don't even know they need yet. It minimizes customer effort in resolving support issues by fixing things before they realize they're broken.

Support
Sep 15, 2019

Digital Transformation for Customer Support Part 3: Self-Service Support as a Strategy

How businesses can develop a self-service support strategy that empowers customers to help themselves. The benefits of self-service support, how to get started with it, and tips for creating effective self-service resources that customers will actually use.

Support
Sep 15, 2019

Digital Transformation for Customer Support Part 2: Optimizing Internal Knowledge Operations

This article explores the importance of creating and maintaining an up-to-date internal knowledge base that support agents can use to search for information. With knowledge of the company's product and support operations at their fingertips, every agent is empowered to provide faster, consistent, helpful support that inspires customer satisfaction and loyalty.

Support
Sep 15, 2019

If It's Broken, Fix It: The Power of Real-Time Network Monitoring

Nobody likes waiting. That's why real-time network monitoring is a powerful tool that comes with benefits for both users and administrators.

Support
Sep 15, 2019

Digital Transformation for Customer Support Part 1: Driving Digital Channel Adoption

In this first installment of a four-part series, we look at why customer support transformation matters and how you can drive digital channel adoption, so you can bring your customer support operations up to speed.

Support
Sep 15, 2019

How to Use Email Support to Deliver Better Customer Experiences

Email support is one the main channels your customers use to reach out with questions or concerns. This article provides tips for delivering exceptional email support that aligns with your larger customer service goals within an omnichannel support strategy.

Support
Sep 15, 2019

From Touchpoints to Journeys: Transforming Your Customer Experience with Automation

As technology gives consumers more and more awareness channels to find and interact with brands, their customer journeys become less and less predictable. By automating parts of your CX, you can wow them and create loyalty and a more authentic experience.

Support
Sep 15, 2019

The Secret Strategy Top Customer Support Teams Use to Improve Service

The secret strategy used by top-performing support teams everywhere: a smart internal knowledge base. Why it's the key to improving your customer service, and tips for implementing one successfully.

Support
Sep 15, 2019

Automated Support Tasks: 7 Things to Let Bots Handle Right Now

Bots are capable of automating customer support tasks. Let's take a look at 7 tasks that can be taken care of automated support technology.

Support
Sep 15, 2019

Customer Support Automation Statistics - 16 Facts, Figures, and Trends to Watch

A list of 16 customer support automation statistics and trends that explore the impact of AI and automation in the world of customer support.

Support
Sep 15, 2019

Support Metrics: A Visual Guide to Measuring Service Speed, Efficiency, and Effectiveness [INFOGRAPHIC]

This infographic breaks down how to these support metrics can be used to evaluate customer service operations on speed, efficiency, and effectiveness.

Support
Sep 15, 2019

Chatbot Statistics: The 2018 State of Chatbots [New Study]

How common are chatbots in 2018? Which industries use chatbots the most? What types of companies are deploying chatbots and in which industries?

Support
Sep 15, 2019

Why Companies Still Struggle to Understand & Achieve Omnichannel Support

As you move toward an omnichannel experience, it's vital to know what problems may arise when companies try to understand & achieve omnichannel support

Support
Sep 15, 2019

20 Strategies for Creating a Seamless Customer Service Experience

Delivering a seamless customer service experience isn't rocket science but it's certainly not unreasonable for customers to expect. Yet, many companies struggle to offer it.

Support
Sep 15, 2019

Customer Retention Metrics Part 2: How to Keep Loyal Customers Happy and Optimize Post-Purchase Measurements

You should pay close attention to post-purchase metrics to ensure customers, who you've worked hard to convert remain long-term customers

Support
Sep 15, 2019

Customer Retention Research: The Art and Science of Customer Satisfaction & Loyalty [Infographic]

Let's take a closer look at how improving customer service satisfaction can ultimately boost your customer retention rate, cut costs, & increase revenue.

Support
Sep 15, 2019

Customer Service Burnout: Why, When, & How to Minimize Agent Turnover

Customer service burnout and agent turnover are detrimental to your bottom line and quality of service. Read on to find out how, and what steps you can take to lower attrition in your agents.

Support
Sep 15, 2019

4 Ways Smarter Ticketing Solutions Drive Better Support Experiences

A smarter ticketing system incorporates omnichannel support tools, support automation, a collaborative workflow, and a mix of human agents and AI-powered chatbots.

Support
Sep 15, 2019

Customer Retention Metrics Part 1: How to Create a Pre-Purchase Experience that Sells

Let's take a look at the stages of the pre-purchase journey, including what pre-purchase customer retention metrics you should track and why providing excellent pre-purchase customer service is critical to long-term success.

Support
Sep 15, 2019

16 Tactics for Boosting Your First Contact Resolution Rate

First Contact Resolution Rate (FCR) is a help desk metric that tracks how many customers have their problems solved upon first contact with your support team.

Support
Sep 15, 2019

Intranets Suck: Here’s What the Future of Internal Knowledge Looks Like

In fact, intranets are quickly becoming obsolete and replaced by internal knowledge bases. Let's take a look at why so many businesses are making the switch (and how you can do it, too!).

Support
Sep 15, 2019

Omnichannel Support: How to Build an Omnichannel Support Strategy [INFOGRAPHIC]

Here's how to implement an omnichannel support strategy and improve your customer experience.

Support
Sep 15, 2019

It's Not You, It's Bots: Why Some Customers Prefer Self-Service Support Over Human Support Agents

How much can you save by providing self-service support? Potentially millions. If you're a support agent, don't take it personally.

Support
Sep 15, 2019

Smarter Customer Experiences: 9 Real-World Examples of AI in Customer Support

AI is contributing to the growing class of superhuman workers. That said, the role of AI in customer support is particularly noteworthy.

Support
Sep 15, 2019

Chatbot NLP vs Buttons: Deciding what's right for your Bot

Learn how to decide between the use of chatbot NLP (Natural Language Processing) or a more button-focused flow when building a chatbot.

Support
Sep 15, 2019

Collaborative Support 101: Engaging Multiple Providers, Partners, & Vendors to Deliver Seamless Customer Support

Also known as tireless support, collaborative support empowers all team members to deliver exceptional, consistent customer experiences.

Support
Sep 15, 2019

The Evolution Of Customer Experience: 30 Eye-Popping Stats on Satisfaction, Retention, and Loyalty

Everybody knows customer experience is crucial to a successful business, but recent data shows CX may be more important than ever before.

Support
Sep 15, 2019

How to Decide Which Customer Service Metrics Are Actually Worth Tracking (and Get the Most Value from Them)

Is your customer service team measuring the right customer service metrics? If your answer isn't a confident yes, it's time to make a change.

Support
Sep 15, 2019

Why a Chatbot Personality Should Depend on the Conversation Type

Learn to identify the conversation type your chatbot is dealing with and shape the chatbot personality to fit the sentiments of the user.

Support
Sep 15, 2019

Instant Support w/ Chatbots: No Wait, Happier Customers

When it comes to support, wait times are now a thing of the past, and instant support is becoming a necessity, not a 'wow factor.'

Support
Sep 15, 2019

8 Valuable Resources for Everything You Need to Know About Contact Center Operations

Contact center operations involves day-to-day management to big-picture decisions on how to measure agent performance & customer satisfaction.

Support
Sep 15, 2019

Average Handle Time: Faster Resolutions Without Sacrificing Service

One critical customer service metric is Average Handle Time (AHT)--or, how long agents spend resolving each ticket in the queue.

Support
Sep 15, 2019

Choosing the Best Chatbot Platform 101: A Beginner's Guide

The current chatbot landscape is already overwhelming and growing by the day. Learn how to choose the best chatbot platform for your needs.

Support
Sep 15, 2019

The 2018 Call Center Management Playbook: Best Practices for Efficient and Effective Customer Service

It's crucial to develop a call center management strategy that allows your agents to meet (or exceed) customer expectations.

Support
Sep 15, 2019

The Rise of Superhumans: How AI Is Making Us Smarter, Faster, and Better at Work

AI is making us smarter, faster, and better at work. See how it will impact our daily lives in all aspects of our work lives.

Support
Sep 15, 2019

Conversational Knowledge is the New Knowledge Base

Conversational knowledge means that you can ask questions in a natural way and get fast and concise answers right when you need them.

Support
Sep 15, 2019

Chatbot Analytics 101: The Essential Metrics You Need to Track

While chatbot analytics are unlikely to make or break the success of a chatbot, they can provide valuable insight into opportunities for growth and improvement by allowing chatbot builders to get into the minds of users.

Support
Sep 15, 2019

Technology Monitoring: How to Manage Technology Across Distributed Locations

We live in a connected world. Technology is everywhere and it is increasingly dependent on external devices and networks to properly function. Technology monitoring enables teams to support technology across remote locations, making sure this technology is online and functional at all times.

Support
Sep 15, 2019

A Glimpse into the Future of AI Customer Service: The Next Frontier of Support Operations

Technology is changing every aspect of how we do business, including how customers interact with brands & the type of support available. Let's discuss how AI customer service will shape the future of customer experiences & interactions, & expectations.

Support
Sep 15, 2019

The Art and Science of Incredible Customer Loyalty: How to Create Irresistible Customer Experiences

Acquiring new customers is far from cheap. It's always surprising to realize how much time & energy most businesses spend on customer acquisition. This means brands that inspire customer loyalty have a competitive advantage over those that only focus on finding new customers.

Support
Sep 15, 2019

What is Natural Language Processing (NLP) & Why Chatbots Need it?

Natural Language Processing (NLP) is concerned with how technology can meaningfully interpret and act on human language inputs. NLP allows technology such as Amazon's Alexa to understand what you're saying and how to react to it. Without NLP, AI that requires language inputs is relatively useless.

Support
Sep 15, 2019

Customer Service Strategy 101: A Framework for Serving Customers & Measuring Success

A study by American Express found that satisfied customers tell around 8 people about their positive experience, while unsatisfied customers complain to 21 different people. If you haven't put much thought into your customer service strategy yet, this is your cue to do so.

Support
Sep 15, 2019

Help Desk Metrics: 15 Customer Support Statistics to Track and Monitor

When it comes to optimizing your help desk performance, there's an overwhelming amount of data you might choose to track. Let's take a look at 15 of the most useful help desk metrics you can track and what they can reveal about your customer support strategy.

Support
Sep 15, 2019

How AI Will Reshape Customer Service: The Winners and Losers

In the transition toward AI-driven customer service, firms that are slowest to adopt or resist the change will face a number of challenges. These forces will hopefully compel action but, they may also prove insurmountable for those who wait too long. Let's explore how AI will reshape customer service.

Support
Sep 15, 2019

Using a Virtual Agent to Provide Superior Customer Service

A virtual agent is a non-human assistant that helps users achieve a desired outcome. Learn how a virtual agent can make your customer service offering more profitable while drastically improving your customer satisfaction.

Support
Sep 15, 2019

Automated Customer Service: Fundamentals for Powerful Support

As technology becomes more complex, we get more questions and often struggle to keep up our excellent customer support. In this article, I explore the fundamentals of how to provide automated customer service to help more customers with fewer resources.

Support
Sep 15, 2019

How to Automate Support: Creating a Lean, Mean Support Team

It's time to automate your support offering and leverage the technology that's available to achieve better outcomes. Learn how you can make your customers happier and your support team more profitable when you automate support.

Support
Sep 15, 2019

Chatbots for Tech Support 101: Automating Tech Support with Chatbots

Chatbots for tech support can have a profound impact on your organization; however, for those not familiar with chatbots or the AI space, it can be daunting deciding if your organization is a good fit for chatbots and which chatbot provider is the right partner. Don't worry, we're here to help.

Support
Sep 15, 2019

Multi-Channel vs Omnichannel Support: The New Standard in Customer Service

Omnichannel support is all about providing a consistent customer experience across all channels and touchpoints. It allows you to share context about the customer’s behaviors, concerns, and prior communications across all team members and channels.

Support
Aug 12, 2019

How to Reduce Merchant Attrition in the Age of the Retail Tech Ecosystem

With merchant acquirers losing an estimated $2 billion per year due to merchant attrition and the relative cost of replacing merchants rising, taking steps to curb merchant churn has never been more important.

Support
Aug 12, 2019

Product Support vs. Customer Support: 6 Unique Challenges of Supporting Technology Products

Product Support vs. Customer Support - do you know the difference? Here are 6 unique challenges of supporting technology products and how to resolve them!

Support
Aug 7, 2019

Zendesk Alternative: Why Customer Service Platforms Aren't Built for Product Support

Understand why Zendesk (and similar competitors) are not the right choice for customer service and supporting technology products.

Support
Aug 7, 2019

B2B Technical Support in the Age of IoT: How Companies Can Provide a Better Product Experience for Connected Devices

IoT advances help providers offer better B2B technical support, but it isn’t without its unique challenges. However, even with numerous new hurdles, B2B companies can’t afford to forgo making changes to offer a smarter, better customer service approach.

Support
Jul 15, 2019

Merchant Vulnerability via Remote Access Tools and How to Maintain PCI Compliance

Remote access tools are an extremely convenient and efficient way to solve technical issues for merchants who are in a bind tamiflu 75 mg. They are fast and cost-effective and have become the preferred method of service by many modern IT companies. However, as more of these tools come to market and integrate deeper with merchant technology, security vulnerabiliti

Support
Jul 15, 2019

Getting blamed for issues that you have no control over?

While working with some of the best product support teams out there, we’ve found that the hardest problems to solve are the ones you don’t control. O

Support
Jul 15, 2019

The Benefits (and Future) of Remote Tech Support

Remote tech support has been around for decades, but even in the digital age it is vastly underutilized and used mostly by the world’s largest tech com

Support
Jul 15, 2019

Proactive Support Guide: How to Serve Your Customers Before They Ask for Help

The goal of proactive support is to get so good at anticipating customer needs and questions that they don’t even have to ask you for help. Done well, proactive support reduces the number of support requests you receive and creates an effortless customer experience.

Support
Jul 15, 2019

Choosing the right field service software

There are many things to consider when choosing the right field service software. It's a critical decision that could impact the day-to-day operations for you and your team for the years to come.Getting started with a new field service software takes time and money to set up but it will save you money (and headaches) in the long run and help you create a better business. Once you move over to a professional software you’ll wonder how you ever got by before.

Support
Jul 15, 2019

The Fundamentals of Customer Success

Customer Success focused departments and experts have emerged recently as a response to unmet needs in Silicon Valley and beyond. A disconnect between what the top of the company intends to deliver and what the customer receives at the bottom of the process flow are all too common

Support
Jul 15, 2019

Customer Service 101: The basics for a great customer service experience

Let's discuss customer service 101: the basics for a great customer service experience. The customer service team is the backbone of every organization. The team that spends the most time speaking

Support
Jul 15, 2019

Customer Support vs Customer Experience: How AI Drives Better Service and Outcomes

Customer experience--or, more specifically, customer experience management--is about understanding a customer's journey throughout the range of relevant touchpoints. Then, finding ways to make that experience as seamless and enjoyable as possible.

Support
Jul 15, 2019

Why Knowledge Bases & Chatbots are the future of Tech Support

The future of tech support is knowledge bases and chatbots. There is nothing more valuable than a well-structured knowledge base integrated with the right chatbots. The easier it is for everyone to access the knowledge they need, the more powerful the results.

Support
Jul 15, 2019

3 Reasons ISOs Need Chatbots

Chatbots Help Cut Costs. You may not know it yet, but ISOs need chatbots. Chatbots can help to significantly reduce operating costs for organizations

Support
Jul 15, 2019

6 Chatbot Design 'Musts': Building the Perfect Chatbot UX

At Boomtown, we build chatbots designed to automate tech support for some of the most popular brick-and-mortar technologies that exist in merchant locations all over the world. We'd like to share some of the chatbot design best practices that we incorporate in our chatbots as we try to craft the perfect chatbot UX.

Support
Jul 15, 2019

What to do When Your Chatbot is Wrong: Extracting Value From Failure

Chatbot failure exists. If you think your chatbot is perfect, you’re likely in for a rough ride once the user base starts to increase. While there are a lot of chatbots in the market that operate at an incredibly advanced level of Machine Learning (ML) and Natural Language Processing (NLP), even these bots are unlikely to be foolproof.

Support
Jul 15, 2019

The 3 Kinds of Chatbots You'll Meet

If you think that all chatbots are created equally, you’re unfortunately in the wrong. Chatbots today come in all shapes and sizes and have varying levels of capabilities. While basic chatbots may be adequate for most scenarios, there are scenarios in which more advanced chatbots are needed.

Support
Jul 15, 2019

Using Chatbot Buttons to Improve UX

Chatbot Buttons are all the rage at the moment and for a good reason. If you’ve used any Facebook Messenger-based chatbot recently, you’ve likely experienced firsthand how awesome these buttons can make the User Experience (UX). But why exactly are the use of these buttons becoming the norm in a great chatbot?

Support
Jul 15, 2019

The reason most chatbots are poor listeners

I want to spend a minute discussing the importance of intelligent listening when building effective chatbots. Anyone that has frequently interacted with chatbots has probably had some rough conversations in which it seemed like the chatbot just wasn’t listening at all. Well, the truth is, you’re most likely right.

Support
Jul 15, 2019

Want to build a great chatbot? Start with context.

The whole purpose of chatbots is to simplify and automate processes. Is a chatbot truly serving its purpose if it further complicates a process that was previously handled by humans? For example, let’s say you’re trying to order a pizza. If you call in to place your order, there is a good chance that the restaurant uses your phone number to look up your account

Support
Jul 15, 2019

What’s Your Chatbot Flavor?

Artificial Intelligence, and chatbots, in particular, are all the rage currently. There’s no doubting that chatbots are the future of several industries with customer support at the forefront for now. Botfunded.com keeps tabs on all of the chatbot startups that are receiving funding. While some of the funding rounds have been modest, others such as the $56 Million just raised by Interactions, show just how much optimism there is on

Support
Jul 15, 2019

Chat + bots: the future of remote support?

While chat support is nothing new, it has experienced tremendous growth over the past few years and is quickly becoming standard for many organizations. In fact, according to a recent Nielsen study, 63% of surveyed people have increased their messaging with a business over the past two years.

Technology Products
Sep 23, 2020

Legacy Systems & The Opportunity Cost of Inaction

Some technologies, no matter how old, are too important to replace. That doesn't mean that the processes surrounding them can't be improved.

Technology Products
Aug 19, 2020

The War to Win Cash Replacement

Battles are being waged amongst popular fintech companies to own cash and cash deposits. Silently fought, competitors know that a battle over supplying the increased demand for innovative cashless solutions will leave few victors. Who will take the lead, and who will be left behind?‍

Technology Products
May 5, 2020

Our Top-Rated Online Order and Delivery Systems for Merchants

With online ordering on the increase & meal delivery services more relied upon than ever, it's important for merchants to select a solution that is right for them. To that end, Guiseppi Marzelli has curated a list of his top online order and delivery systems.

Technology Products
Dec 3, 2019

Libro Breaks Ground in the US to eat OpenTable’s Lunch

When you speak with restaurant owners about OpenTable, Resy, or SeatMe, they will describe a love/hate relationship with these types of reservation software. While they love the ease of use of these platforms and the traffic they bring in, they loathe the cost of reservations per customer.

Technology Products
Nov 25, 2019

How to Build an Effective Sales Knowledge Program for Technology Products

A sales knowledge program is one of the best tools for VAR sales teams because it equips reps with valuable product knowledge. Here’s how to create your own.

Technology Products
Oct 17, 2019

IoT for Business: How Connected Devices are Transforming 4 Key Industries

How exactly are IoT devices changing businesses across industries like healthcare? Here are some specific use cases & innovative technology.

Technology Products
Oct 17, 2019

10 Experts Share Their Predictions on the Internet of Things and the Future of Retail Tech

A roundup of ideas and predictions about the future of retail technology including the impact of the Internet of Things and much more.

Technology Products
Oct 17, 2019

4 Digital Transformation Experts on Security Threats for Retail and Retail Tech

Learn about current security threats facing retailers and customers in the modern retail landscape—and what to do about them.

Technology Products
Oct 15, 2019

Best payment products to sell going into 2020 (for ISOs and Banks)

If you're just selling basic brick terminals going into 2020 and have not positioned yourself up against value-added services or software, you're going to have a tough time as you watch your merchants silently retreat.

Technology Products
Oct 10, 2019

Product Activations Are the Key to Recognizing Revenue

For VARs looking to move to a recurring revenue model, customer activation can offer the perfect way to transition without impacting cash flow.

Technology Products
Oct 3, 2019

B2B Technology Sales: How VARs Must Evolve to Meet Changing Business Needs

The VAR industry is changing. With shifts in technology sales, delivery, and support, firms that want to grow must embrace new models and methods.

Technology Products
Sep 15, 2019

How Square Disrupted the $14 Billion Payment Industry (And How Other Merchant Tech Companies Can Fight Back)

How Square has seen significant success in the payment technology industry with small businesses and how the industry has responded amidst emerging tech trends.

Technology Products
Jul 15, 2019

Apple Pay vs Google Wallet... What’s the Difference?

2015 is quickly becoming the year of mobile payments. Apple and Google are continually making headlines as the two Goliath’s square off in a battle for mobile payment supremacy. Coming off the most

Technology Products
Jul 15, 2019

Mobile Payments Overview: What You Need to Know for 2015

‍With the launch of Apple Pay last month, there has been a lot of buzz in the world of mobile payments. Mobile payments are not new, but competition has greatly increased as the deadline

Technology Products
Jul 15, 2019

The Definitive Guide to Smart Terminals

For most of us, it’s hard to even imagine a world without credit cards. Yet plenty of consumers – as well as some merchants – take the convenience of smart terminals for granted. Even if you’re getting into ISO sales or looking at credit card processing options for your business,

Technology Products
Jul 15, 2019

Self-Ordering Kiosks Available for All Merchants, Not Just Enterprise

The last time I walked past a McDonalds I couldn't help but notice the self-ordering kiosks through the front window. To feel less guilty ordering a Big Mac, I decided to do some field testing. After

Technology Products
Jul 15, 2019

Shopify Now Accepts Apple Pay and Android Pay with New EMV Reader

Shopify, the Canadian iPad point-of sale company, has recently joined the ranks of POS companies that are preparing their merchants for t

Technology Products
Jul 15, 2019

Boomtown Reviews: Aptito Restaurant POS

In this edition of Boomtown Reviews we’ll be looking at Aptito’s cloud-based restaurant POS solution. Aptito is more than just an average point of sale, it’s a full restaurant management system that enhances the customers experience as well. Aptito has a sleek, easy-to-learn interface and runs on virtually any iOS device.

Technology Products
Jul 15, 2019

Boomtown Reviews: Kounta Point of Sale

Since 2012, Aussie cloud software developer Kounta (imagine an Australian saying the word “counter,” and you’ve got an idea of pronunciation) has been rethinking the way digital POS is done. Historically, if you wanted to modernize your old cash register, you needed to spend $10,000 to $20,000 in hardware, software, support contracts, and implementation costs—for a single location.

Technology Products
Jul 15, 2019

Boomtown Reviews: ShopKeep iPad POS

In this edition of Boomtown Reviews we will be looking at ShopKeep, a cloud-based iPad point-of-sale system based out of

Technology Products
Jul 15, 2019

Boomtown Reviews: talech POS

Founded in 2014, talech (yes, with a lower-case “t”) has quickly become one of the premiere cloud-based point of sale solutions for small and medium sized merchants. talech’s POS software runs on virtually any modern iPad that is running iOS 6.0 or higher. Its simple, intuitive interface has been raved about by many of their merchants. Large, color-coded buttons makes navigating the menu extremely easy, which also drastically

Technology Products
Jul 15, 2019

Boomtown Reviews: Square Register POS

In this edition of Boomtown Reviews we’ll be covering Square’s cloud-based Register point of sale. Founded in 2009, Square officially launched their app service in 2010, and has since become one of the most popular point of sale solutions for small merchants. Square’s app runs on iOS and Android devices, however, the Register stand is

Technology Products
Jul 15, 2019

Boomtown Reviews: The Clover Station POS

‍For the inaugural post we’ll be reviewing the Clover Station by First Data. This powerful and sleek cloud-based POS system, originally developed by Clover in 2012, was quickly acquired by First Data in the same year. Clover was shipped to Merchants

Technology Products
Jul 15, 2019

Solving a Growing Pain

Cloud-based point-of-sale solutions are taking off in the US right now. Seriously, they’re popping up everywhere. From single location small businesses to national retailers, these systems are chang

Technology Products
Jul 15, 2019

Clover Mobile: First Data’s Wireless, Tablet-Based Point of Sale

Clover, a point-of-sale company owned by payment processor First Data, recently announced a new mobile version of their current point-of-sale offering. The android-based tablet is just as gorgeous as

Technology Products
Jul 15, 2019

Which Tablet POS Systems Accept Apple Pay?

Out of the gate, Apple Pay was already integrated with a number of large national retailers such as McDonalds, Foot Locker, and Walgreens. It makes sense that Apple would partner with the big guys first and then focus on broader adoption,

Technology Products
Jul 15, 2019

Cash Discounting: The Benefits and Concerns

While attending NEAA (Northeast Acquirers Association), I saw a room break out into a heated discussion about Cash Discounting. Recently eHopper (POS Application) created a Cash Discounting feature for merchants using Poynt, the Smart Terminal. This resulted in me doing some research on how Cash Discounting works and what the incentives are for both the sales rep and the merchant.I jumped on a call with James Sheppard from CCSalesPro who has been a huge advocate for and educator to agents in the payment space.‍

Technology Products
Jul 15, 2019

talech and Global Payments Partner for talech EMV Solution

Global Payments, a leading worldwide provider of payment technology services, announced an agreement with talech Inc, a cloud-based POS solution, to offer its U.S. merchants an industry-leading tablet

Technology Products
Jul 15, 2019

Android Pay: An Early Read on the Latest in Mobile Payments

As we’ve previously discussed – fairly extensively – 2015 has proven to be the year of mobile payments. Although it will still take some time for both consumers and merchants to fully adopt paying via a mobile device, there have been great strides in the past year by tech giants like Apple, Google and Samsung to make this technology mainstream.It’s been a month since Google’s launch of Android Pay. The early read is positive, and traction will only get stronger by year end.

Technology Products
Jul 15, 2019

4 Tips to Maximize your Small Business WiFi Speed

The internet has quickly evolved from being a novelty service used by tech-savvy individuals to a necessity for businesses in the 21 century. Whether you’re using the internet to reach

Technology Products
Jul 15, 2019

The First Dual Screen Heckler Stand for iPad Air and iPad Mini

Keeping with their attractive and minimalist design, Heckler recently announced their new WindFall stand for iPad point-of-sale systems. This new Heckler stand is focused on the interactive customer checkout, without the need to

Technology Products
Jul 15, 2019

ZeroPay, New App for Cash Discounting on Poynt

The new app ZeroPay for Cash Discounting on Poynt is available on the Poynt Smart Terminal and Poynt 5 handheld device.With ZeroPay, you can accept cash discount payments through any application utilizing the native Poynt Payment Fragment. This makes the checkout process seamless since you aren't forced to use the point-of-sale software built by

Technology Products
Jul 15, 2019

Mangomint on Poynt Smart Terminal for Salons and Spas

We're excited to see Mangomint on Poynt, the smart terminal. Mangomint will help Poynt Resellers build stronger relationships with their salon and spa merchants and provide long-term value for their clients.We will be hosting the Mangomint team on October 3rd during our monthly Poynt Sales Webinar. You can register using this link.

Technology Products
Jul 15, 2019

Salon Scheduling Application Now Available on Poynt

This summer we're excited to introduce the Salon Scheduling Application on Poynt, the smart credit card terminal. With several out-of-the-box features, the Salon Scheduler Application should help fill a lot of missing components

Technology Products
Jul 15, 2019

talech is Now Available on Poynt and It's a Game Changer

This month talech has released it's full feature POS Application on Poynt (the Smart Credit Card Terminal). Before this release, you needed an iPad to use the talech POS software. Now, all the original features are available on the Poynt terminal hardware and it's going to be a gamechanger for local businesses.

Technology Products
Jul 15, 2019

Homebase on Poynt sells itself!

Poynt, the Smart Terminal has created an easy sale for replacing old credit card terminals. The only thing you have to worry about when selling Poynt is overselling Poynt. The all-in-one solution makes it easy for local businesses to accept all payment types,

Technology Products
Jul 15, 2019

How to Print Your Logo on Poynt Receipts

Poynt is well known for an easy-to-use customer check out screen. While the customer finalizes payment they're provided three options for a receipt, (1) Email Receipt (2) SMS Receipt or (3) Printed Receipt. Most merchants prefer their customers to email themselves a receipt because the business owner can customize the format with a business

Technology Products
Jul 15, 2019

Order-Ahead with Apptizer on Poynt

Technology moves so quickly today that it can seem difficult for local businesses to keep up. The number of software tools and applications available to local businesses has exploded. But business own

Technology Products
Jul 15, 2019

TruRating is now available on Poynt

Capturing honest customer feedback is extremely difficult for local businesses. Platforms like Yelp aren't really helping local merchants improve their business. All these platforms do is give angry p

Technology Products
Jul 15, 2019

2015: Best Small Business WiFi Routers

As high-bandwidth activities like online gaming and video streaming become more popular, it’s important to ensure you have hardware that is capable of handling the ever-increasing demand for high speed internet. Small business WiFi networks can quickly become bogged down with a

Real-World Business
Jan 12, 2021

A Case Study in CX Primacy: The Google-Citi Partnership

This case study evaluates the partnership announced between Google and CitiBank in November of 2020 in relation to customer experience and strategic partnership and ecosystem collaboration. Is this the beginning of the end of traditional finance? Or just the beginning of something better?

Real-World Business
Dec 18, 2020

Taking Stock & Looking Forward

Boomtown's reflections on 2020 and our path forward.

Real-World Business
Nov 20, 2020

2020 Holiday Statement

We are committed to supporting our partners and their partners during a challenging holiday season.

Real-World Business
Oct 29, 2020

Owning Your Customer Relationships

Owning your customer relationships means consistently providing value to your customers at every stage of their journey.

Real-World Business
Oct 14, 2020

Lost in Translation: Archaeology Lessons for 21st Century Businesses

What can archaeology and the study of ancient history teach us about 21st century business practices?

Real-World Business
Sep 16, 2020

Pitfalls of an Ill-equipped Sales Team

When sales teams are ill-equipped, money gets left on the table. That's bad branding and bad business - but it doesn't need to be that way.

Real-World Business
May 13, 2020

Re-thinking Knowledge Management in the Digital Age

Knowledge Management needs to be re-thought to better serve those working in the modern world. Time spent searching for information can be better utilized actually doing the work that requires it.

Real-World Business
Apr 21, 2020

Combatting Absenteeism in the WFH Era

Absenteeism is a natural consequence of working from home. To combat it, teams must be able to interact and collaborate, no matter how dispersed. Support teams face particular challenges in this regard, but we've found the solution.

Real-World Business
Sep 15, 2019

Retail Technology Trends 2019: 6 Trends Shaping The Future of Brick-and-Mortar Stores

There's no doubt that the future of retail relies on using technology to offer improved customer experiences & streamline operations. Here are the 6 major trends influencing retail in 2019.

Real-World Business
Jul 15, 2019

ISO Sales: 7 Tips to Help Grow Your Merchant Services Business

Today is a great day to be an independent sales organization or ISO agent. So, if you’re looking to grow your merchant services business, congratulations! You’re in

Real-World Business
Jul 15, 2019

Portal Advantage: Affordable mPOS Leases from POS Portal

POS Portal, a leading provider of tablet point-of-sale solutions in the US, recently announced a new lease offering for businesses looking to buy a new point-of-sale system. The program is called Port

Real-World Business
Jul 15, 2019

Never Lose Inventory Again with Refrigeration Monitoring

One of the greatest ongoing expenses for any restaurant is the food. Losing your food supply just once due to a broken refrigerator or freezer could be the difference between a profitable quarter, and one in the red.Those new to the industry may not have experienced a loss of inventory due to a broken refrigerator yet, but those who have can

Real-World Business
Jul 15, 2019

iPad Tips and Tricks to Help You Work More Efficiently

The beauty of an Apple product is in the simplicity. It’s often quite easy to feel comfortable with a new product straight out of the box. That being said, Apple incorporates an incredible amount of

Real-World Business
Jul 15, 2019

Best Practices for Setting Up A Small Business WiFi Hotspot

Today’s customers don’t give praise when businesses offer WiFi, rather they have come to expect it. From your home to your bus to your dentist to your favorite café, WiFi is everywhere. And it’

Real-World Business
Jul 15, 2019

4 Ways That A Tablet POS System Will Simplify Your Life

Here at Boomtown we love tablet POS systems. With their ability to quickly and easily streamline your business and bring flexibility back into your life, what’s not to love? The

Real-World Business
Jul 15, 2019

Navigating the Merchant Technology Ecosystem: The Next Wave of Merchant Services & Support

Brick-and-mortar retailers are at a crossroads.Today, online shopping represents 16% of all retail sales, and that number is expected to reach 25% by the year 2026.Furthermore, investment firm UBS reports that 15,000 brick-and-mortar stores have closed their doors since 2017 – and another 75,000 are expected to follow suit by 2026.

Real-World Business
Jul 15, 2019

[Infographic] The Digital-Forward Customer Experience

According to U.S. Census data, more than 90 percent of consumer spending happens in physical locations and not online. But brick and mortar retailers and restaurants face the challenge of increasing online sales. According to CB Insights, online sales growth is outpacing total retail sales 17 percent verses 6 percent year over year (Q4, 2017)

Real-World Business
Jul 15, 2019

Tech-Savvy Retail & Restaurants Are Raising The Bar on Customer Experience

To understand how tech-savvy, brick and mortar retail and restaurant chains are transforming experiences and expectations for today’s consumers, we surveyed over a

Real-World Business
Jul 15, 2019

New Trends in Fast Casual Concepts: An Evolving Landscape

Fast-casual restaurants are reshaping their format to match what customers want: quality, affordable eats that will satisfy them during their busy day. These days, your restaurant must provide so much more than good food and a great menu.

Real-World Business
Jul 15, 2019

EMV Compliance: Merchant Guide to Modernizing Your Payment System

The October 2015 deadline for merchants to achieve EMV compliance is long past, but we are far from a 100% EMV acceptance rate in the US. Only 19% of card-present transactions in 2016 were EMV (<a hre

Real-World Business
Jul 15, 2019

2016: Best Small Business Routers

[Small business owners are constantly looking for ways to give the best experience possible for their customers, and in the digital age providing customer

Real-World Business
Jul 15, 2019

The Small Business Guide to EMV Compliance

EMV? Chip and PIN? What does this all mean? If you find yourself asking these questions, don’t worry, you’re not alone. As we near the deadline for

Real-World Business
Jul 15, 2019

How Free Customer WiFi Benefits your Business

How Free Customer WiFi Benefits your Business Starbucks, McDonalds, Buffalo Wild Wings...you name it. Top grossing businesses around the U.S. are starting to realize the importance of offeri

Real-World Business
Jul 15, 2019

5 Essential Apps for Business Owners and Entrepreneurs

Building a business is not easy and sometimes it seems like technology only complicates the process. There are now over 1.2 million apps in the app store

Real-World Business
Jul 15, 2019

4 Steps to Quickly Set Up and Optimize Your Yelp Business Account

Small businesses are quickly realizing the importance of having a strong presence on social media, and platforms like Yelp are quickly becoming (almost)

What's New
Sep 2, 2020

New Language for the New App

With the launch of our new interface, we are making a handful of language updates. While I won’t list every change in this post, here are some of the major ones.

News & Updates
Aug 5, 2020

MerchantE Backs Exceptional Customer Experience with Boomtown Alliance

MerchantE, a leading end-to-end digital commerce platform, announces a strategic partnership with product support platform expert, Boomtown, that will greatly enhance its overall customer support experience.

News & Updates
Jun 23, 2020

Boomtown partners with RetailNext to roll out ShopSafe Initiative

Boomtown has partnered with RetailNext to provide safer shopping experiences as retailers enter the next phase of economic re-opening. A non-profit joint venture, ShopSafe implementations nationwide will help get the economy back on track safely.

News & Updates
Jun 12, 2020

Boomtown Named Best Help Desk Software for 2020 by Digital.com

Digital.com, a leading independent review website for small business online tools, products and services, has named Boomtown to its list of best help desk software solutions for 2020. The guide features 13 top solutions based on customer feedback, pricing, and plan options.

News & Updates
Aug 19, 2019

C&H Financial Services, Inc. and Boomtown Unite to Deliver World-Class Support

Boomtown & C&H announced their partnership to bring better customer experiences to C&H customers.

News & Updates
Jul 28, 2019

Boomtown Launches Robust Technology Product Support Solution for VARs

Full lifecycle solution to help activate new customers, steamline support, and scale efficiently.

News & Updates
May 16, 2019

Boomtown raises $12M from Telstra Ventures and Capital One Growth Ventures

Boomtown raises $12M from Telstra Ventures and Capital One Growth Ventures to help teams orchestrate and automate effortless product support experiences.

News & Updates
Mar 8, 2019

Unified Payments Selects Boomtown as Ecosystem Engagement Platform to Transform Customer Experiences

Unified Payments and Boomtown partnership announcement. Unified Payments is using Boomtown to transform their customer experiences.

News & Updates
Jan 9, 2019

Rectangle Health Selects Boomtown to Strengthen Customer Experience

Boomtown, the leading provider of technology support software and services, announced today that New York-based Rectangle Health, a leading provider of healthcare payment processing for more than 25 years, has selected Boomtown to elevate Rectangle Health's customer support experience.

News & Updates
Jul 23, 2018

Boomtown and CardFlight Partner to Bring SwipeSimple to Dozens of Merchant Acquirers Around The US

The partnership will bring together CardFlight’s superior payment acceptance technology and Boomtown’s exceptional service and support for SMBs

News & Updates
Jun 20, 2018

NESIC Adopts Boomtown to Offer Next-Generation Support Services in Japan

NESIC adopts Boomtown to continue to innovate and elevate its remote and in-person customer support experience in Japan.

News & Updates
Apr 25, 2018

Paya Selects Boomtown as Intelligent Support Platform to Elevate Customer Experience

Paya selects Relay as their core customer support platform. Paya is a leading provider of integrated payment processing and business solutions with 25 years of experience and more than 70,000 customers.

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What's New
Jan 12, 2021

Boomtown Release Notes: January 2020

Release Date: 1/21/21. Performance updates and bug fixes

What's New
Dec 15, 2020

Boomtown Release Notes: December 22 2020

Release Date: 12/22/20. Performance updates and bug fixes

What's New
Nov 3, 2020

Boomtown Release Notes: December 2020

Release Date: 12/3/20. Updates to knowledge, email, and integrations panel

What's New
Nov 2, 2020

Boomtown Release Notes: November 2020

Release Date: 11/12/20. Updates to email, knowledge, solutions panel, and core platform

What's New
Oct 5, 2020

Boomtown Release Notes: October 2020

Release Date: 10/15/20. Updates to core workflows and fixed bugs.

What's New
Sep 14, 2020

Boomtown Release Notes: September 2020

Release Date: 9/24/20. Updates to core Case workflows and fixed bugs.

What's New
Sep 9, 2020

Products

Our Universal Product Index also helps new partners start supporting their customers faster since they benefit from all the data and knowledge that we already have on a product that they sell and support.

What's New
Sep 8, 2020

Saved Views for Better Queue Management

You’ll notice that we simplified the left navigation in the new interface. We removed all drop down options and made each main navigation item a single click to enter. All your Views are aggregated into a single list. When you click on a View, it updates the records you see in the list to match the pre-set filters.

What's New
Sep 8, 2020

Knowledge

While working on the new interface, we also spent time adding a whole bunch of new functionality to our knowledge base to get it ready for enterprise partners. We have seen knowledge become a core component of our software and a key part of almost every new software partner that we have signed. We are promising our partners the ability to deliver the right knowledge to the right person at the right time and the new knowledge management system is the foundation for that promise.

What's New
Sep 3, 2020

Introducing My Work - A New Home Base

We took the “Mine” queue from the previous interface and we turned it into the home base of the app for each user. My Work is where you land when you first log in and it is a summary of all the Cases that you own, prioritized by what needs your attention first.

What's New
Sep 3, 2020

The New Engagement Console

This is the new Engagement Console. This is a big one so hang in there with me.

What's New
Sep 2, 2020

A New Boomtown Interface

We focused our efforts not not only creating a simple more intuitive layout, but also ensuring that we were helping teams deliver the right answer, to the right person, at the right time.

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