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22 min read

The ultimate guide to creating a customer-centric business

Lots of brands claim they’re customer-centric and always putting their customers first. But is that really true?

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16 min read

Customer complaints: definition, examples and resolution tips

Customer complaints aren’t ideal, but they can help improve your business. Here’s how to handle them in an impactful way.

Article
8 min read

Total revenue formula (+ 4 metrics every sales rep should know)

Use five key formulas to help you evaluate your company’s finances.

Article
11 min read

By 2035, analysts expect a primarily digital society.

"Digital is changing our entire social contract, the implicit understanding of what our society is based on," said Scott Smith, Director of Webinar Content for Gartner

Article
7 min read

How to leverage the exponential smoothing formula for forecasting

In this post, we’ll cut through all of the dense algebraic equations to explain what exponential smoothing is and how it’s used in sales forecasting

Article
12 min read

10 ways to deliver good customer service: examples, principles and definition

What is good customer service? Be nice. Be quick. Be thorough. Your customers will thank you. And so will sales, marketing and the rest of your company.

Article
1 min read

The Zendesk Customer Experience Trends Report 2020

Customer loyalty can help drive the success of a business, and the customer experience (CX) drives…

Article
5 min read

3 best practices to cultivate loyalty in customer service

Not long ago, loyalty in customer service was fairly simple, both in meaning and in method.…

Article
9 min read

8 cognitive biases that affect how you manage your team

Managers are expected to make split-second decisions, day in and day out, tracking who is working…

Article
1 min read

How stereotypes in chat may not be too helpful

We’re all familiar with the conventional wisdom around how to use gifs, emojis and a generally…

Article
3 min read

Expanding omnichannel support with WhatsApp

Customers expect to connect with companies in the channels that are important to them. For many people that channel is WhatsApp.

Article
9 min read

The future employee experience is personalized

I recently wrote a piece about sensory customer experiences for Relate where I imagined how software could create sensory work experiences that included music, visual environments and even aromatherapy

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1 min read

Shattering the Stereotypes of Chat

“Which channel should I be using to talk to my customers? How can I be ready…

Article
14 min read

Sales cycle: What it is and how to use it to close deals faster

When you understand the sales cycle, you can experience success more consistently. Learn how to make the most out of yours.

Article
6 min read

5 benefits of using customer service chatbots with AI

Customer service bots aren't about removing human agents from the equation—they're meant to provide benefits to agents and customers alike

Article
3 min read

3 steps to improving customer satisfaction this Black Friday

Despite the Black Friday phenomenon being just a few years old this side of the pond,…

Article
23 min read

10 sales pitch examples that work (+ tips for writing your own)

Craft an engaging sales pitch to pack your pipeline with high-quality leads.

Article
8 min read

What is the difference between chat and messaging?

Chat and messaging are two popular methods to connect with your customers. Learn why different communication methods provide a better customer experience (CX).

Article
6 min read

What is service recovery? 6 strategies and steps for success

Don’t let your customer service team miss out on the opportunity to turn every negative interaction into a positive one. Take a look at how a service recovery programme can help

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