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
7 min read
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.
Article
6 min read
What is knowledge management?
Knowledge management (KM) is the process of storing, processing, and sharing organisational knowledge; that is, the…
Article
7 min read
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…
Article
4 min read
Agile leadership for CX organisations
If the past year has taught us anything it’s that change can happen extremely fast. COVID-19…
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4 min read
Shaping an agile culture
In 2020, just 16 per cent of executives said they were confident that their firm’s drive…
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4 min read
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…
Article
5 min read
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…
Article
7 min read
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…
Article
6 min read
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…
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5 min read
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.…
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6 min read
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…
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6 min read
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…
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6 min read
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
6 min read
Benefits and challenges of CRM marketing
We’ve all heard of customer relationship management – or CRM software, as it’s more commonly known.…
Article
8 min read
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…
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3 min read
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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