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 use Apple Messages for Business for customer service Article

How to use Apple Messages for Business for customer service

Use Apple Messages for Business to connect with customers on the Apple devices and platforms they use every day.

What is knowledge management? Article

What is knowledge management?

Knowledge management (KM) is the process of storing, processing, and sharing organisational knowledge; that is, the…

How to use data to make your customer relationship management more effective  Article

How to use data to make your customer relationship management more effective 

If your business has any contact with customers, then you have a wealth of data at…

Agile leadership for CX organisations Article

Agile leadership for CX organisations

If the past year has taught us anything it’s that change can happen extremely fast. COVID-19…

Shaping an agile culture Article

Shaping an agile culture

In 2020, just 16 per cent of executives said they were confident that their firm’s drive…

Can chatbots make the insurance industry more human? Article

Can chatbots make the insurance industry more human?

When you think insurance, you probably don’t think digital innovation. For most of us, shopping for…

Agile practices (4): Prioritising fast responses with live channels and social messaging Article

Agile practices (4): Prioritising fast responses with live channels and social messaging

There’s no magic formula for agility. What works for your team (and your customers!), may not…

What is forum software and how can it benefit customers? Article

What is forum software and how can it benefit customers?

Before there was social media, there were forums. And now there is social media, there are…

Live chat: how can you make it work for your customers? Article

Live chat: how can you make it work for your customers?

Live chat customer support is proven to be an effective way to communicate with customers or…

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…