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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

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 about how to reduce customer service friction with live chat

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 about this is what exceptional customer service looks like in 2018

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 about addressing metrics gaps between bot-led and human-led service

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 about 5 top customer service articles for the month of june 2018

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 about keynote learnings from icmi expo 2018: ernesto salas, disney institute

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 about get ready for the shopping season with these 10+ tips