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Friction is everywhere in life, and it impacts us from the time we wake up until we go to sleep. But how can + Read More about how to reduce customer service friction with live chat

The picks on this month’s series of best CX Posts cover a wide variety of topics focused mostly on the future of customer + Read More about best customer experience articles from the month of july 2018

The use of chat in serving customers is snowballing, and there is quite a bit of evidence around to understand why. Chat in + Read More about live chat vs phone – what are the differences?

While the internet has opened up new markets for businesses around the world, it has also allowed competition from companies globally. In the + Read More about how to measure customer experience: csat, nps and more

The success of a customer support team is heavily reliant on customer service reports, metrics and KPIs. Reports help managers to gauge the + Read More about customer service kpis, metrics and more: how to build an effective reporting system

Perhaps you’re like me, and you hunt up and down the aisles of the local hardware store looking for that elusive part. You + Read More about business benefit, right now: why is live chat an urgent priority?

Does customer delight lead to customer loyalty? Many managers would say yes – the concept of delighting customers to cement loyalty has been + Read More about why customer delight is the wrong strategy

One way to achieve customer service consistency is to create a knowledge base as a single, infallible point of knowledge for customers or + Read More about knowledge base examples: 6 tips for clean, professional kbs

Creating a knowledge base is a great way to offer quick solutions for your customers and ease the strain on your customer service + Read More about building the perfect knowledge base template article

As companies everywhere see growing customer demand for self-service functionality in addition to their core service or support channels, knowledge bases play a + Read More about what is a knowledge base and why is it useful?

Hotels and tourism simply wouldn’t exist without the positive perceptions of the people who use them. Because of this, it’s vital that establishments + Read More about how to draft effective customer satisfaction survey questions for hotels & tourism

It’s 2018, and businesses are finally waking up to the realization that happy employees make for happy customers – which make for happy + Read More about giving employees a voice with internal customer satisfaction survey questions

Running an IT helpdesk isn’t easy. It can be tough to find agents who have the right balance of technical knowledge with great + Read More about how to create successful customer satisfaction survey questions for it helpdesks

There is no question that businesses need to listen to and make every effort to obtain customer feedback. It is probably the only + Read More about customer satisfaction survey questions for the service industry

Running a successful business requires more than just a great product — it also means that you need to please your customers and + Read More about how to create the perfect customer satisfaction survey: questions, tips & templates

In this day and age, all companies who want to get an edge over the competition must embrace customer experience continuous improvement as + Read More about how to use continuous improvement strategies for customer experience improvement