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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

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

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

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

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 about baby boomers, millennials and more: here’s how to manage a multigenerational workforce

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 about how to measure customer experience: csat, nps and 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 about customer service kpis, metrics and more: how to build an effective reporting system

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

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 about knowledge base examples: 6 tips for clean, professional kbs

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 about building the perfect knowledge base template article

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 about salesforce, hubspot, zendesk and more — which customer engagement software is right for me?

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 about what is a knowledge base and why is it useful?

Hotels and tourism simply wouldn’t exist without the positive perceptions of the people who use them. Because of this, it’s vital that establishments + Read More about how to draft effective customer satisfaction survey questions for hotels & tourism

It’s 2018, and businesses are finally waking up to the realization that happy employees make for happy customers – which make for happy + Read More about giving employees a voice with internal customer satisfaction survey questions

Running an IT helpdesk isn’t easy. It can be tough to find agents who have the right balance of technical knowledge with great + Read More about how to create successful customer satisfaction survey questions for it helpdesks

There is no question that businesses need to listen to and make every effort to obtain customer feedback. It is probably the only + Read More about customer satisfaction survey questions for the service industry