Latest stories
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Article
4 min read
Should you offer customer assistance alongside customer service?
First of all, you might be wondering what exactly is the difference between customer assistance and…
Article
4 min read
Are website or app-based live chats better for customers?
According to Econsultancy, “73% [of customers were satisfied with their live chat support], compared with 61%…
Article
3 min read
Contact centres vs call centres: what is the difference?
Are you unsure whether to invest in a contact centre or a call centre to help…
Article
6 min read
A step-by-step guide to a new CRM integration
Customer relationship management (CRM) integrations can be a time-consuming and costly process if they’re not planned…
Article
5 min read
Should customer relationship management be a job?
Every business has customers, in whatever form that takes, and improving relationships with them should be…
Article
4 min read
Agile practices (1): Building agile support teams
With the world changing at lightning speed, agile support teams are finding ways to quickly adapt…
Article
10 min read
Here’s how European companies actually got faster at solving customer issues last year
When a customer contacts a support team, two things are top of mind—how quickly they can…
Article
6 min read
Agile omnichannel strategies for the post-pandemic era
What already emerged as a trend in the communication between companies and customers in 2020 has…
Article
6 min read
The agile CX business: From tickets to conversations
A decade ago, the rise of social media pushed communications into the public sphere, incentivising businesses…
Article
6 min read
Employee burnout: spot the signs and prevent it from happening
Last year, millions of people around the world went from working in their office, going to…
Article
5 min read
Agile customer service
Being flexible and acting fast — these two traits have become the focus of companies across…
Article
5 min read
The future of customer experience: how VR, AR and 5G are changing customer service
Over the past 15 years, new technologies have entered the market at an increasingly rapid pace…
Guides and ebooks
4 min read
How To Work Better And Smarter In Customer Service
To ensure your customers are always happy, your service team needs to be happy too. By…
Article
7 min read
Customer Experience (CX) - Taking a customer-first approach
Customer experience is a term you are probably already familiar with if you’re a mid-market or…
Article
6 min read
How to invest in the right CX technology for the future of your business
Achieving business success has always been a balancing act. On one hand, it’s about understanding how…
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