Blog

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 about here’s why the experts think empathy is the key to customer experience

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 about the 2021 chatties awards – winners announced!

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 about how to use an email ticketing system to boost your support team’s productivity

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 about 7 steps to turn a complainer into a loyal customer

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 about how ai and crm are changing the future & face of 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 about 4 easy steps for building an internal knowledge base

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 about best practices for effective email customer support

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 about resolving customer service complaints – how to reduce repetition & agent handoffs

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 about “next!” top 5 tips to reduce customer service wait time

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 about guest blog – 8 things customer service teams should avoid during sensitive times

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 about top types of customer communication channels

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 about top 6 articles – how to set up your remote customer service team for success

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 about why your business needs an online ticket management system

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 about ai is here to help agents, not take their jobs

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 about ai: when to play it safe and when it’s risky business

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 about customer service isn’t dead: how to do it right & companies already there

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 about getting your customer service team ready for the holiday shopping (and returns, and shipping, and problems) season

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 about how to use technology to improve the agent experience