Article

Latest stories Page 30

Machine learning: a new potential in customer service Article

Machine learning: a new potential in customer service

We’ve highlighted some of the potential innovations coming to customer service by way of machine learning

How video can enhance self-service Article

How video can enhance self-service

When a customer hits a roadblock, often their first course of action is DIY.

A customer experience definition Article

A customer experience definition

Some companies struggle with agreeing on a customer experience definition. But actually delivering a great one is truly the difficult part.

Maximize customer service training Article

Maximize customer service training

Correctly investing in customer service training not only ensures that customers receive the best possible service, but agent turnover is reduced

Are proactive chat scripts the answer? Article

Are proactive chat scripts the answer?

How your agents handle the delicate back and forth of a live chat conversation matters. Some may say proactive chat scripts are the answer. But are they?

Deliver a seamless online customer experience Article

Deliver a seamless online customer experience

In this post, we’ll share how you can stand out from the crowd with a better online experience for your customers

How AI is shaping the latest customer support trends Article

How AI is shaping the latest customer support trends

With the growing vigilance of how trends are being affected by automation, we've noted a few current customer service AI innovations and how they're likely to continue changing

Let customers choose your business hours Article

Let customers choose your business hours

So how do you pull off delivering 24/7 business hours? By being smart humans and using technology wisely

Mix it up: rotating customer support jobs Article

Mix it up: rotating customer support jobs

Mixing up customer support jobs for agents can have a huge impact on individuals' and teams' personal and professional fulfilment

Which call center metrics should you really focus on? Article

Which call center metrics should you really focus on?

There are a few call center metrics that tell a broader story beyond the number. They can even provide details you weren’t looking for in the first place

Improve your support tickets with video Article

Improve your support tickets with video

A how-to video that's just the right length can yield big relief at one more problem off the table. Which is where our friends at Wistia come in

Live chat vs. phone support Article

Live chat vs. phone support

There are a few key differences between live chat and phone support that can impact your team, your customers, and your business

Build a great customer experience strategy Article

Build a great customer experience strategy

Building a top-notch customer experience strategy requires the ability to not only recognise the need for change but to embrace it

Get motivated with customer service quotes Article

Get motivated with customer service quotes

We collected some customer service quotes to look to when the going gets tough

Keeping your word: the support SLA Article

Keeping your word: the support SLA

A support SLA boils down to ensuring a baseline level of quality for your customers. So how do you choose, support, measure, and improve your SLAs?

Customer success for the win-win Article

Customer success for the win-win

Your customers live busy lives, so you have to enable your customer success team to make the process of learning to use your product as streamlined as possible

3 Results of bad customer service Article

3 Results of bad customer service

Here's a list of what providing bad customer service can do for your company

The benefits of proactive chat Article

The benefits of proactive chat

The name of the customer service game these days is knowing what your customers need before they ask, making proactive chat an essential tool

The benefits of proactive chat Article

The benefits of proactive chat

The name of the customer service game these days is knowing what your customers need before…

Support falls flat without customer engagement Article

Support falls flat without customer engagement

Developing a customer engagement model goes far beyond pricing and offering a quality product or service—it’s about creating an emotional connection with customers