Read a letter from our CEO about how we’re responding to COVID-19, and what we can do to help you help your customers.

Top 6 Articles – How to Set up Your Remote Customer Service Team for Success
April 7th, 2020 | Customer Service

Coronavirus has entirely changed the notion of working from home. Almost overnight, millions of people have been asked or ordered to leave the office and work remotely to + Read More

What Does ‘Omnichannel Customer Engagement’ Mean?
April 6th, 2020 | Omnichannel

There aren’t many concepts that in the space of ten years have transformed from an unknown theory to an essential strategy that almost no brand can succeed without. We are of course, referring + Read More

How to Apologize to Customers Effectively
April 1st, 2020 | Customer Service

Apologies are important, but often times “I’m sorry” is not enough. Just repeating the phrase over and over again will come off as + Read More

The Top Social Media Goals and Marketing Strategies for Successful Teams
March 25th, 2020 | Customer Service

Note: This blog post was originally published on Oct. 25, 2017, and as it is one of our most popular posts, we have + Read More

How to Handle a Large Volume of Live Chats
March 23rd, 2020 | Live Chat

Ensuring that your customers can reach you in a click (or two) is crucial to offering great digital customer service and is what makes live chat such a popular customer support + Read More

The Best Call Center Team Names
March 22nd, 2020 | Customer Service

Note: This blog post was originally published on March 8, 2018, and as it is one of our most popular posts, we have + Read More

AI Chatbots in the Contact Center – Help in a Crisis
March 19th, 2020 | Chatbot

In the past few weeks, I’ve been reaching out to contact center managers to find out what key problems have been brought on by the coronavirus + Read More

How Can Small Businesses Weather the COVID-19 Storm?
March 18th, 2020 | Live Chat

COVID-19 has had a wide-spread and hard-hitting impact on everything and everyone. It’s not only our individual health that’s at risk (to be sure, this is the most important consideration); the health + Read More

Best Interview Questions and Answers for Hiring Live Chat Agents
March 7th, 2020 | Live Chat

Note: This blog post was originally published on Sept. 7, 2017, and because it is one of our most popular posts, we have + Read More

Refunds, Discounts, and Special Requests: Practical Scenarios Where Saying No Is Your Best Bet
March 5th, 2020 | Customer Service

Note: This blog post was originally published on Jan. 5, 2017, and as it is one of our most popular posts, we have + Read More

How to Write a Winning B2B Sales Letter in 7 Easy Steps
March 4th, 2020 | Customer Service

Note: This blog post was originally published on March 19, 2018, and as it is one of our most popular posts, we have + Read More

4 Ways to Get Rid of Painful CX Silos
February 25th, 2020 | Customer Experience, Omnichannel

Siloed systems are one of the greatest obstacles to a quality customer experience (CX). Your team can spend days crafting the perfect customer journey, but if only some people + Read More

30 Empathy Statements and Phrases That Show Customers You Care
February 21st, 2020 | Customer Service

Note: This blog post was originally published on Jul. 21, 2016, and because it is one of our most popular posts, we have + Read More

Holidays, Birthdays and More – 20+ Letters to Customers for Special Occasions
February 20th, 2020 | Customer Service

Note: This blog post was originally published on March 20, 2018, and because it is one of our most popular posts, we have + Read More

5 Key Customer Profiles Every Company Should Treat Like VIPs
February 19th, 2020 | Live Chat

Your VIPs are your company’s most important customers, as defined by you. Whether you work in a B2B or B2C industry, you can + Read More

Top 10 Live Chat Benefits You Have to Know
February 19th, 2020 | Live Chat

If you’re reading this blog post, you probably already know that live chat is a platform that allows you to chat directly with + Read More

20 Customer Service Training Ideas and Activities for Busy Teams
February 18th, 2020 | Customer Service

Note: This blog post was originally published on Jun. 16, 2016, and as it is one of our most popular posts, we have + Read More

15 Top Customer Service Training Courses for Your Agents (Half Are Free)
February 15th, 2020 | Customer Service

Note: This blog post was originally published on Jun. 30, 2016, and as it is one of our most popular posts, we have + Read More