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The idea of automating and scaling one-to-one conversations using AI chatbots has created a lot of hype, but a lot of bots have + Read More about comm100’s next generation chatbot: capable, approachable and trustworthy

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

Live chat is an invaluable tool that can help you provide customers with real-time support. Clicking the chat button is the first touchpoint + Read More about how to design an effective live chat button

When many people hear the word “chat” these days, they think of those little message windows on social networking websites like Facebook, Google+ + Read More about what is live chat? how is it different from instant messenger?

“Free” is one of the most powerful sales words of all times. From our attraction to free shipping to our draw to Buy + Read More about 10 undeniable dangers of free live chat apps

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

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

Perhaps you’re like me, and you hunt up and down the aisles of the local hardware store looking for that elusive part. You + Read More about business benefit, right now: why is live chat an urgent priority?

Most consumers have noticed: there’s a huge gap in capabilities in the chatbot industry. While one chatbot may be able to book you + Read More about journey mapping for chatbots: how to create a chatbot decision tree from scratch

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