Research and trends
The way we work is always changing—and so are customer expectations. Ditch the buzzwords and industry jargon and get back to the foundation of customer service. Check out the latest technology and trends that are creating better customer experiences.
Latest stories
Article
1 min read
The Multi-channel Customer Care Report
Customers simultaneously want the warmth of human communication and the speed and efficiency of automated service.
Ebook
1 min read
4 Crucial Trends for the 2018 Holiday Retail Season
In this post-Christmas moment, retailers are assessing the just-concluded season and starting to plan for the next one.
Article
3 min read
How to set up support tiers
If your company is growing, your organizational structure is probably getting more complicated.
Article
3 min read
8 support manager skills to develop
Organizations and management structures are always changing.
Article
1 min read
Mediaocean empowers better customer support teams and content with Zendesk
Mediaocean is an advertising service and software company, headquartered in New York City, with 1,000 employees serving more than 80,000 clients in over 77 markets and a global media spend of over $140 billion
Article
3 min read
The benefits of proactive chat
The name of the customer service game these days is knowing what your customers need before…
Article
3 min read
Excellent customer service, excellent ROI
“Don’t knock it until you’ve tried it” can be good advice in some situations, like when you're wary of trying a new ice cream flavor.
Article
8 min read
What is a follow the sun model?
The sun never sets for businesses that rely on remote support, and global support, for customer…
Article
1 min read
Uncover the true value of your customer support organisation
Uncover the true value of your customer support organisation with the technology trends that matter most in 2017.
Article
1 min read
Gartner Predicts 2017: CRM Customer Service and Support – EMEA
2016 has challenged industry leaders to engage customers across all support channels, but the coming year, 2017, has taken a swift turn towards analytics and artificial intelligence (AI) to deliver better support interactions
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