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Mastering the Public Apology: The Most Epic Apology Letters of Our Time, and What Your Business Can Learn from Them
February 11th, 2020 | Customer Service

Note: This blog post was originally published on Nov. 27, 2017, and as it is one of our most popular posts, we have + Read More

15 Live Chat Tips to Help You Chat Professionally with Customers
February 5th, 2020 | Live Chat

Note: This blog post was originally published on Nov. 20, 2015, and as it is one of our most popular posts, we have + Read More

How to Say No to Customers in a Positive Way
January 30th, 2020 | Customer Service

We’ve all been there: a customer wants you to ship a product in a color that you’ve never even heard of, or demands + Read More

4 Things to Consider When Mapping Your Digital Customer Journey
January 21st, 2020 | Omnichannel

Whether you’re new to digital omnichannel or your company is already deep into digital transformation for customer service, it’s always important to check + Read More

6 Useful Examples of Apology Letters to Customers
January 19th, 2020 | Customer Service

Note: This blog post was originally published on Jan. 19, 2017, and as it is one of our most popular posts, we have + Read More

8 Rules for an Effective On Hold Message Script
January 15th, 2020 | Customer Service

Note: This blog post was originally published on Nov. 20, 2015, and as it is one of our most popular posts, we have + Read More

2020 Is the Year of Digital Omnichannel. Here’s What You Need to Know
January 14th, 2020 | Omnichannel

It seems like just yesterday that the customer service industry began transitioning from a multichannel to an omnichannel mindset. It was a shift + Read More

How to Write a Thank You Letter to Your Customer with Easy-to-Use Samples
January 8th, 2020 | Customer Service

Note: This blog post was originally published on Dec. 8 2017, and as it is one of our most popular posts, we have + Read More

Why Are Customers So Rude, Stupid, Entitled? (Or Important!)
January 7th, 2020 | Customer Service

Note: This blog post was originally published on Nov. 20, 2015, and as it is one of our most popular posts, we have + Read More

Live Chat Benchmark Data 2020
January 7th, 2020 | Live Chat

Organizations know that providing great customer experiences (CX) is no longer optional in today’s competitive business landscape. Four years ago, Gartner predicted that + Read More

15 Ideas for Halloween Office Party Games and Activities to Booooost Your Customer Service Morale!
January 2nd, 2020 | Customer Service

Note: This blog post was originally published on Oct. 23, 2017, and because it is one of our most popular posts, we have + Read More

Roundup: Top 10 Content Pieces of 2019
December 16th, 2019 | Customer Experience

Ah, the end of another year. It’s a time for reflecting on the recent past and thinking forward to what the new year + Read More

AI Chatbots: The Dream vs. The Reality (Pt. 2: Automation)
October 1st, 2019 | Chatbot

“Artificial intelligence” might come across to many as a trending buzzword used by enthusiastic tech theorists and marketers, but in this series I’ll + Read More

AI Chatbots: The Dream vs. The Reality (Pt. 1 – Delight)
September 23rd, 2019 | Chatbot

The concept of “artificial intelligence” often gets invoked as a buzzword by enthusiastic tech theorists or marketers, but in this series, I’ll show + Read More

How to evaluate HIPAA compliant patient engagement software vendors, Part 2
September 3rd, 2019 | Customer Experience

This is Part two of a two-part series on HIPAA compliance for digital customer engagement. Click here for part one, which covers HIPAA + Read More

How to evaluate HIPAA compliant patient engagement software vendors, Part 1
August 27th, 2019 | Customer Experience

This is the first of a two-part series about digital customer engagement and HIPAA compliance. In this post we cover the role of + Read More

4 Tips to Improve Your Contact Center Customer Experience
August 20th, 2019 | Customer Experience

If you’re in the contact center space, chances are you already have a customer experience strategy. However, while many contact centers are able + Read More

The Telephone is a Dying Communication Channel. And it’s Being Killed by Robocalls.
August 15th, 2019 | Contact Center

My phone rings. It’s a mobile number, and I’m expecting a call.  I pick up the phone. An automated voice responds:  “We are calling + Read More