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11 min read
B2B customer service: what it is and how to do it right
It’s a common myth that B2B companies aren’t as focused on customer service as their B2C counterparts.
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3 min read
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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1 min read
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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3 min read
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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6 min read
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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5 min read
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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5 min read
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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8 min read
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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4 min read
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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6 min read
What is a contact management system?
Keeping on top of your contacts is essential for any business, and contact management software can…
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5 min read
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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4 min read
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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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…
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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%…
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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…
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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…
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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…
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