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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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.…
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…
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…
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…
Article Benefits and challenges of CRM marketing
We’ve all heard of customer relationship management – or CRM software, as it’s more commonly known.…
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…
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…
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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…
Article What is good customer care in 2021?
Customer care is a core function of any business – but what does good customer service…
Article Why is customer retention important?
Many businesses measure success by new customer acquisition or increasing their customer base: the bigger the…
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…
Article What is a contact management system?
Keeping on top of your contacts is essential for any business, and contact management software can…
Article How to ensure effective online customer service
In the traditional sense, customer service has always meant being patient, polite and as helpful as…
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…
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%…
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…
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…
Article Should customer relationship management be a job?
Every business has customers, in whatever form that takes, and improving relationships with them should be…
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…