Are You Delivering The Digital Experience Your Students Expect?

Customer service has long been a slow-moving piece of the broader business landscape, and it’s not hard to see why: business owners are + Read More

Customer service is often cited as the most important factor in customer satisfaction. It’s why we’re here to talk about how your customer service team + Read More

Imagine a customer is at the checkout of your eCommerce store. They have a pair of shorts in the basket, and they’re right on + Read More

The world of higher education is a unique and challenging space. Competition is incredibly tough, and it shows no sign of getting any + Read More

There are over 2.8 billion monthly active users on Facebook, and counting. Chances are high that some of these users are your customers, and whether you’re aware of it + Read More

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 2022, CNBC predicts that 75-90% of customer queries will be handled by a chatbot. From Starbucks to Duolingo and in almost every industry in between, top brands are turning + 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

Almost every industry has been impacted by the pandemic in 2020, but nowhere has this been more noticeable than in customer service teams. From customer panic to remote working relocation, 2020 shook up live chat teams across the + 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