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24/7 support is becoming commonplace among well-resourced teams. Automation is too, passing off routine and repetitive tasks to technology like chatbots so agents have more time to spend on complex or high-value tasks, + Read More

While tracking and measuring live chat KPIs is essential, it’s not always so easy to get your agents to understand why this matters and to get them + Read More

If you’ve been forced to transition your whole customer service team into remote workers, you’re not alone. Organizations across the world have struggled with + Read More

Ten years ago, it wouldn’t have been uncommon to see people switch off merely at the sound of ‘customer experience’ in conversation. Once + Read More

Social media and customer service have become an integral partner in customer support as social platforms have grown to become a part of + Read More

As easy as it is to support customers with live chat, live chat customer support operations should never be run blindly. Knowing how your + Read More

By 2025 the chatbot industry is expected to be worth $1.25 billion, growing at a CAGR of 24.3%, according to a new report by Grand View + Read More

Unless you live under a rock, you’ll have heard of, and likely used, online chat on a website. It’s used across every industry all over the world. While + Read More

Today’s customer service expectations cross over industries. If a consumer has a positive experience in one industry, they’ll expect it in another. Because of this, today’s clients are likely to judge the customer + Read More

Very few people have avoided the consequences of Covid-19 in their workplace. The pandemic has driven more people than ever to work from home, while forcing millions + Read More

When it comes to customer service, everybody appreciates a first time, single contact resolution – the customer asks their question, and they get their answer + Read More

If you work in post-secondary education, you’ll know just how competitive an industry it is. Institutions compete with one another to win national and international students and + Read More

If there’s one thing the COVID-19 pandemic has left us with, it’s an increased awareness of the importance of remote accessibility. Remote accessibility + Read More

92% of Canadians are concerned about their personal privacy, and 45% think businesses don’t respect their privacy rights.  We live in an increasingly privacy-conscious world, + Read More

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

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

Live chat is everywhere. It’s the most popular digital customer service channel, and everyone knows the basics of what live chat is. But what many + Read More

Offering live chat on your website is a no-brainer if you want to provide accessible and fast support to your customers. It’s fast become the most popular digital + Read More