Customer support management

The secret sauce to any great customer service and support organization is the team that makes it all possible. Check out our lessons, tips, and philosophies to help you engage and equip your agents so they can have better customer conversations.

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How to identify customer needs and expectations using data Article

How to identify customer needs and expectations using data

You may think your products or services are the bees’ knees, and you might be right.…

Is a ticketing system the best way to manage customer queries? Article

Is a ticketing system the best way to manage customer queries?

“You are number … twenty-four… in the queue.” We’ve all heard this message after calling a…

How to use knowledge management software to make customer service decisions Article

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…

What to look for in your knowledge management system Article

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…

Benefits and challenges of CRM marketing Article

Benefits and challenges of CRM marketing

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

A guide to CRM software for small businesses Article

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…

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

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

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

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…

3 steps to make digital CX more personal Article

3 steps to make digital CX more personal

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

What is good customer care in 2021? Article

What is good customer care in 2021?

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

Why is customer retention important? Article

Why is customer retention important?

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

Five tips to effectively improve your customer experience Article

Five tips to effectively improve your customer experience

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

What is a contact management system? Article

What is a contact management system?

Keeping on top of your contacts is essential for any business, and contact management software can…

How to ensure effective online customer service Article

How to ensure effective online customer service

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

Should you offer customer assistance alongside customer service? Article

Should you offer customer assistance alongside customer service?

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

Are website or app-based live chats better for customers? Article

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%…

Contact centres vs call centres: what is the difference? Article

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…

A step-by-step guide to a new CRM integration Article

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…

Should customer relationship management be a job? Article

Should customer relationship management be a job?

Every business has customers, in whatever form that takes, and improving relationships with them should be…

Here’s how European companies actually got faster at solving customer issues last year Article

Here’s how European companies actually got faster at solving customer issues last year

When a customer contacts a support team, two things are top of mind—how quickly they can…