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
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Get the dataAccess 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
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
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
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 – Nahla Davies is a software developer and tech writer. Before devoting her work full time to technical writing, she managed—among + Read More
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
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
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
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
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
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
Holiday shopping season isn’t easy. Even for the most well-organized customer service functions, seeing query volumes and queues rise into the red can + Read More
Customer care is an integral part of any successful business. After all, potential or loyal customers will often engage with customer care teams + Read More
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
It’s 2018, and customer expectations are changing faster than ever. Consumer patience is dwindling; we want better, more accessible products, and everything that + Read More
The decision to take on chatbot customer service is an exciting one for companies. Like with any new initiative, there are a series + Read More
Continuing our series of the best customer service posts on the web from May, I’m going to look at some standouts from last + Read More
Trade shows are a fantastic place to get up to date on all of the latest technology, best practices and ideas in your + Read More