Year In Review


A Look at Being Mindful in 2021


What a year! While at times it felt like this year was 24 months long, other moments left us feeling as if there were only four days between March and December.

If you were on that rollercoaster with us, then we can pretty easily put ourselves into your customers’ shoes. Fortunately for them, 2021 marked another year where Mindful was able to bridge CX gaps for millions of customers, connecting experiences with rapid deploy time and consistent uptime.

So what did it look like to meet customers where they are this year? Before we show you the feature, let’s start with a trailer! In October, we proudly published this video starring Trish, a broken washing machine, and how Mindful saves her from the black void of bad customer experience — an experience we’re all too familiar. Enjoy!


Customers start online.
And we’re excited to meet customers there, too.

Walmart's customer service page with callback offered in chat

Our biggest achievement for our digital capabilities: We have deployed Mindful’s callback scheduler across the website and chatbot for a fortune 100 leading retailer!

And there were plenty of other ways we helped clients meet their customers in new and innovative ways. Check out some of the exciting new features we released in Mindful this year:

Intents make it easy to ask questions that identify a customer’s needs as they schedule online, giving the agent more context and ensuring that the customer gets to the right agent in the digital-to-voice handoff.

Our new SMS notifications give you rules-based text responses to connect with customers anywhere they are. Automatically let them know the time you’ll call them, offer them links for self-service, and any other notifications that fit your needs.

Easily track and visualize how customer interactions are handled in Mindful and report clearly on call volume, hold times, and more with our new built-in historical and real-time reporting tools.

Stay tuned for more Mindful features launching in 2022!