Customer Service Industry Trends 2024 

We’ve now reached the fourth and final part of our series exploring Digital Transformation in Customer Service. So far in the series, we’ve + Read More

Welcome to part three in our series exploring digital transformation in customer service. In this series, we’ve been looking at how digital transformation + Read More

The modern consumer is looking for the easiest and quickest way to access your products or services. Any delays in service provision can + Read More

Live chat is a feature seen on almost every website, and in every field – anything from retail to more complex software. Companies + Read More

Customer service forms the backbone of any successful business. Users are more likely to remember, interact and refer to your brand if they + Read More

Live chat is helping companies in the customer engagement field improve their customer service, but what about white labeling it?  Statistics show that + Read More

Technology continues to evolve across all business sectors. Artificial intelligence, machine learning, IoT, and analytics are part of the technology stack that every + Read More

As COVID-19 pushed companies and their customers online, digital transformation has taken over the customer service space like never before. In the first part + Read More

Digital transformation is by no means a recent trend. However, the past couple of years has seen its importance within customer service skyrocket + Read More

Customer service expectations have hit all-time highs. For companies to remain competitive, it’s now necessary to provide fast, personalized, customer-centric support – even more so while face-to-face service isn’t possible.  As companies strive towards this + Read More

As storefronts have evolved, so too has customer service. Now more than ever, customers are empowered to expect more from businesses and get + Read More

Imagine a customer is at the checkout of your eCommerce store. They have a pair of shorts in the basket, and they’re right on + Read More

The world of higher education is a unique and challenging space. Competition is incredibly tough, and it shows no sign of getting any + Read More

There are over 2.8 billion monthly active users on Facebook, and counting. Chances are high that some of these users are your customers, and whether you’re aware of it + Read More

24/7 support is becoming commonplace among well-resourced teams. Automation is too, passing off routine and repetitive tasks to technology like chatbots so agents have more time to spend on complex or high-value tasks, + Read More

While tracking and measuring live chat KPIs is essential, it’s not always so easy to get your agents to understand why this matters and to get them + Read More

If you’ve been forced to transition your whole customer service team into remote workers, you’re not alone. Organizations across the world have struggled with + Read More

Ten years ago, it wouldn’t have been uncommon to see people switch off merely at the sound of ‘customer experience’ in conversation. Once + Read More