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5 Ways to Improve Customer Service in Healthcare
February 25th, 2021 | Customer Service

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

Here’s why the experts think empathy is the key to customer experience
February 18th, 2021 | Customer Experience, Customer Service

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

The 2021 Chatties Awards – Winners Announced!
February 12th, 2021 | Customer Service

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

How to Use an Email Ticketing System to Boost Your Support Team’s Productivity
January 12th, 2021 | Customer Service

Customer service departments are highly integrated and diverse teams that thrive on precision, productivity, and agility. With countless emails, queries, calls, messages, and + Read More

7 Steps to Turn a Complainer into a Loyal Customer
January 2nd, 2021 | Customer Service

As much as we hate to admit it, we’ve all been there. Anyone who has ever worked in customer service to any capacity + Read More

How AI and CRM are Changing the Future & Face of Customer Service
November 25th, 2020 | Customer Service

There is a lot of curiosity surrounding the latest technological advancements, and Artificial Intelligence (AI) and Customer Relationship Management (CRM) are no different. + Read More

The 9 Best Email Support Ticketing Systems – Reviews & Comparison
November 23rd, 2020 | Customer Service

Customer service isn’t just about your team having the right attitude and training. For your customer support to be great (or even just + Read More

4 Easy Steps for Building an Internal Knowledge Base
November 5th, 2020 | Customer Service

Access to information is key to the success of any customer service team, whatever channel you use. But for this success to happen, this information can’t + Read More

Best Practices for Effective Email Customer Support
September 10th, 2020 | Customer Service

Email is a foundational pillar of customer support. Research shows that 91% of consumers use email daily.   And yet, although companies have had a long + Read More

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Resolving Customer Service Complaints – How to Reduce Repetition & Agent Handoffs
August 31st, 2020 | Customer Experience, Customer Service

Delivering the perfect customer experience on every occasion across all your touchpoints is no easy feat. With increasing customer expectations and the rise + Read More

“Next!” Top 5 Tips to Reduce Customer Service Wait Time
August 5th, 2020 | Customer Service

Only 35% of customers are willing to wait 30-60 seconds for a response on live chat. For today’s consumer fast support is non-negotiable, and long wait + Read More

Guest Blog – 8 Things Customer Service Teams Should Avoid During Sensitive Times
June 25th, 2020 | Customer Service

Guest blog – Nahla Davies is a software developer and tech writer. Before devoting her work full time to technical writing, she managed—among + Read More

Top Types of Customer Communication Channels
May 15th, 2020 | Customer Service

Customers are the lifeblood of your business, so it makes sense that they should also be the motivating factor behind any major business + Read More

Top 6 Articles – How to Set up Your Remote Customer Service Team for Success
April 7th, 2020 | Customer Service

Coronavirus has entirely changed the notion of working from home. Almost overnight, millions of people have been asked or ordered to leave the office and work remotely to + Read More

Why Your Business Needs an Online Ticket Management System
January 13th, 2020 | Customer Service

Note: This blog post was originally published in November 2015, and as it is one of our most popular posts, we have updated + Read More

AI is here to help agents, not take their jobs
August 8th, 2019 | Customer Service

As AI becomes more and more commonplace, people are questioning “Is my job safe?”. Looking purely at the news coverage from mainstream outlets, + Read More

AI: When to play it safe and when it’s risky business
July 30th, 2019 | Customer Service

Thirty-five years ago, times were much simpler – the first IBM PC had recently hit the market, smartphones didn’t exist, and we were + Read More

The Importance of Always-on Customer Communications
July 23rd, 2019 | Customer Service

We’ve all done it – politely (or otherwise) hung up on a call from a telemarketer. We’ve even abandoned a call that we + Read More

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Customer Service Isn’t Dead: How to Do it Right & Companies Already There
June 6th, 2019 | Customer Service

With the proliferation of self-serve channels like knowledge bases , it’s easy to believe that quality customer service is no longer as important + Read More