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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

Email has been around for decades, but despite being a seasoned communication channel, it’s not losing popularity. It’s still widely cited by customers + Read More

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

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

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

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

Choosing a customer engagement software solution can be daunting. But you’re not alone — we’ve compiled this checklist of things to consider when + Read More

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

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

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

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

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

Customer engagement software is a modern invention that takes care of a modern problem. After all, it wasn’t until the rise of the + Read More

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

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

As a provider of live chat to businesses all over the world, companies everywhere trust us to have rigorous information security. That’s why + Read More

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

You probably know the challenges that come with creating effective customer service or satisfaction surveys, but that definitely does not mean you should + Read More