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Introduction Technology is changing many roles in business – even the roles of the people who are responsible for implementing it. As software + Read More about 8 reasons why your cio will love live chat

It’s no secret that automation is changing how we work and live. From self-driving cars, to buying groceries through Alexa, artificial intelligence solutions + Read More about intelligent, personalized & helpful: take a look at our chatbot developments

AI (Artificial Intelligence) is undoubtedly a buzzword that’s been around for a while. From the early days of Science Fiction and Kubrick’s groundbreaking + Read More about contact center ai – what’s out there?

“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

The use of chat in serving customers is snowballing, and there is quite a bit of evidence around to understand why. Chat in + Read More about live chat vs phone – what are the differences?

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

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 about how to be a low effort company

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 about how to capitalize on customer feedback

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 about the satisfaction vs effort paradox: reviewing “lessons from the mouse” & “the effortless experience”

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

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

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 about what’s the catch? — 11 hidden pitfalls of your favorite customer engagement tools

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

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 about what do i need to know to create a knowledge base?