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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5 min read
Why is customer retention important?
Many businesses measure success by new customer acquisition or increasing their customer base: the bigger the…
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8 min read
Five tips to effectively improve your customer experience
Customer service can make or break a business. But not everyone agrees on what it is…
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6 min read
What is a contact management system?
Keeping on top of your contacts is essential for any business, and contact management software can…
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4 min read
How to ensure effective online customer service
In the traditional sense, customer service has always meant being patient, polite and as helpful as…
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4 min read
Should you offer customer assistance alongside customer service?
First of all, you might be wondering what exactly is the difference between customer assistance and…
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4 min read
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%…
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3 min read
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…
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6 min read
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…
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5 min read
Should customer relationship management be a job?
Every business has customers, in whatever form that takes, and improving relationships with them should be…
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10 min read
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…
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6 min read
Agile omnichannel strategies for the post-pandemic era
What already emerged as a trend in the communication between companies and customers in 2020 has…
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6 min read
The agile CX business: From tickets to conversations
A decade ago, the rise of social media pushed communications into the public sphere, incentivising businesses…
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5 min read
The key to customer service in 2024: daring to be more agile
E-commerce growth in the UK has reached record highs. Across all industries, businesses that invested in improving their adaptability with digital technology are coming out of the pandemic in significantly better shape than their competitors. What lessons can businesses learn?
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5 min read
Give your agents the context they need to solve customer problems
When surveyed, more than half of customer service agents said they usually have to switch between different systems to solve a customer request.
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7 min read
Customer Experience (CX) - Taking a customer-first approach
Customer experience is a term you are probably already familiar with if you’re a mid-market or…
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6 min read
How to invest in the right CX technology for the future of your business
Achieving business success has always been a balancing act. On one hand, it’s about understanding how…
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5 min read
Finding the recipe for the new, connected retail experience
To say that 2020 was a challenging year for retail is somewhat of an understatement. But…
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