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Social media and customer service have become an integral partner in customer support as social platforms have grown to become a part of + Read More

As easy as it is to support customers with live chat, live chat customer support operations should never be run blindly. Knowing how your + Read More

The best knowledge base software is the backbone of any good customer service operation. A knowledge base most commonly functions as a library of information to answer customer questions. However, with a + Read More

By 2022, CNBC predicts that 75-90% of customer queries will be handled by a chatbot. From Starbucks to Duolingo and in almost every industry in between, top brands are turning + Read More

Unless you live under a rock, you’ll have heard of, and likely used, online chat on a website. It’s used across every industry all over the world. While + Read More

Today’s customer service expectations cross over industries. If a consumer has a positive experience in one industry, they’ll expect it in another. Because of this, today’s clients are likely to judge the customer + Read More

Very few people have avoided the consequences of Covid-19 in their workplace. The pandemic has driven more people than ever to work from home, while forcing millions + Read More

When it comes to customer service, everybody appreciates a first time, single contact resolution – the customer asks their question, and they get their answer + Read More

Consumers around the world are becoming more aware of how their personal data is used online, and more concerned too. Nearly three-quarters (72%) of Americans + Read More

If you work in post-secondary education, you’ll know just how competitive an industry it is. Institutions compete with one another to win national and international students and + Read More

Almost every industry has been impacted by the pandemic in 2020, but nowhere has this been more noticeable than in customer service teams. From customer panic to remote working relocation, 2020 shook up live chat teams across the + Read More

If there’s one thing the COVID-19 pandemic has left us with, it’s an increased awareness of the importance of remote accessibility. Remote accessibility + Read More

It’s true what they say: 2020 was a year for the books, and its impact on customer service was no exception. Companies of + Read More

92% of Canadians are concerned about their personal privacy, and 45% think businesses don’t respect their privacy rights.  We live in an increasingly privacy-conscious world, + Read More

Buzzwords come and go in the customer experience world, but while we lose our patience with most, there are some that rightfully stick around. In + Read More

We understand just how difficult customer service and support can be. It’s one of the hardest and most thankless jobs around – all too + Read More

Live chat is everywhere. It’s the most popular digital customer service channel, and everyone knows the basics of what live chat is. But what many + Read More

Offering live chat on your website is a no-brainer if you want to provide accessible and fast support to your customers. It’s fast become the most popular digital + Read More