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How to use knowledge management software to make customer service decisions

Knowledge management systems have revolutionised customer services over the past decade. The joined-up, database-driven blend of…

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What to look for in your knowledge management system

The knowledge a company holds is a crucial and integral part of its value. Along with…

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Benefits and challenges of CRM marketing

We’ve all heard of customer relationship management – or CRM software, as it’s more commonly known.…

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A guide to CRM software for small businesses

As a start-up or a small business, you’ll be starting to build up your customer base…

Discover AI innovations shaping service at Zendesk AI Summit

Join us for our biggest digital event of the year. Hear from LinkedIn co-founder Reid Hoffman, be the first to see new AI innovations, and choose sessions tailored to your role. Plus, get your AI questions answered by experts during the live Q&A. Now available to watch on demand.

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Agility in Practice: fast responses and fast resolutions in the UK and Europe

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Agile practices (3): Customers are turning to messaging. Why aren’t you doing the same?

If 2020 had a breakout star, messaging would be it. Usage of channels like WhatsApp and…

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3 steps to make digital CX more personal

Nothing has accelerated the digital shift quite like the recent pandemic. Within some weeks businesses had…

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Agile practices (2): Agility starts with self-service

Agile companies are pouring resources into online help centres, and with good reason. Content reflects the…

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What is good customer care in 2021?

Customer care is a core function of any business – but what does good customer service…

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Styles and methods of conflict management in customer service

Most people try to avoid conflict in their day-to-day lives, but anyone in customer service can…

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Why is customer retention important?

Many businesses measure success by new customer acquisition or increasing their customer base: the bigger the…

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Five tips to effectively improve your customer experience

Customer service can make or break a business. But not everyone agrees on what it is…

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How can technology help provide better customer care?

Customer care is a key part of any business, whatever ‘customer’ means to you. And increasingly…

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What is contact management? Benefits + features

Contact management is essential for maintaining strong customer relationships. Learn how to organise, track, and optimise your contact information to enhance your business operations.

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The psychology behind customer engagement with surveys

Survey design psychology is a complex field, looking not only at the way your survey appears…

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How to ensure effective online customer service

In the traditional sense, customer service has always meant being patient, polite and as helpful as…

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Should you offer customer assistance alongside customer service?

First of all, you might be wondering what exactly is the difference between customer assistance and…

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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%…

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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…