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Introduction We’ve heard it so many times it’s become a cliché: “The early bird catches the worm.” For retailers, this old saying rings + Read More

Welcome to the first of a new series of monthly posts where I will be looking at the best of Customer Service, Customer + Read More

High employee turnover is a problem many executives face – and an expensive one too. It costs 21% of an employee’s salary to + Read More

Introduction In the news and on social media, it seems like there’s a war raging between the generations. Baby Boomers have accused Millennials + Read More

Much has been studied, discussed and debated about keeping customers satisfied and loyal to your brand. In the past, people believed that providing + Read More

One often overlooked aspect of customer service is sourcing customer feedback. What many managers don’t understand is that customers are often willing to + Read More

A long-held belief is that exceptional customer service will bring with it extraordinary loyalty. This is something we’ve always believed to be true + Read More

While the internet has opened up new markets for businesses around the world, it has also allowed competition from companies globally. In the + Read More

The success of a customer support team is heavily reliant on customer service reports, metrics and KPIs. Reports help managers to gauge the + Read More

Does customer delight lead to customer loyalty? Many managers would say yes – the concept of delighting customers to cement loyalty has been + Read More

One way to achieve customer service consistency is to create a knowledge base as a single, infallible point of knowledge for customers or + Read More

Choosing a customer engagement software solution can be daunting. But you’re not alone — we’ve compiled this checklist of things to consider when + Read More

It happens to many businesses. Imagine you’ve purchased what seems like the perfect customer engagement software for your company — the one that + Read More

Creating a knowledge base is a great way to offer quick solutions for your customers and ease the strain on your customer service + Read More

A knowledge base is a great way of communicating with customers. When written well, it helps direct customers straight to the information they + Read More

Out of all the customer engagement software tools that are out there, which one is right for your company? The question is a + Read More

As companies everywhere see growing customer demand for self-service functionality in addition to their core service or support channels, knowledge bases play a + Read More

Customer engagement software is a modern invention that takes care of a modern problem. After all, it wasn’t until the rise of the + Read More