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 4 Customer service models for 2021 that help you and your clients be successful
Human service or automated solutions? Take a look at the service models and when to use each one in order to promote customer success
The ROI of CX transformation
This report from Forrester gives CX and IT leaders the tools they need to calculate the benefits, costs and ROI of an enterprise-wide CX transformation.
Article The Customer Success role: main activities and its importance within a company
Maintain revenue and promote customer success. See more about the activities of the Customer Success position and why having it in your company is important.
Article How to set SMART goals for customer service
The road to unhappy customers is paved with vague intentions. Ok, so that’s not precisely how…
Article Retail in Europe: Reigniting growth after the ‘great reset’
According to the European Journal of Social Psychology it takes between 18 and 260 days to…
Article How CX is critical for the new digital world of financial services
The adoption of mobile over the last 20 years has dramatically changed the face of financial…
Article Three great knowledge management examples to help you and your customers
Good design, simple browsing and easy access to information. See some examples of knowledge management and recommended practices.
Article AI in customer service: what it is, how to use it and its impact on your company
A guide to everything about artificial intelligence in customer service. What is it, how can you use it, and what is its impact on the company? Use cases and benefits.
Article Redefining CX for a new era – CX Trends in Europe 2021
During times of significant uncertainty, the main thing humans want is communication. Over the last year,…
Gartner’s predictions for 2021: CRM customer service and support
As your approach to customer service matures, the complexity of your customers’ issues increases.
At Home and Happy? – What Remote Work Means for Customer Service
Last year was the year COVID-19 forced a shift in working practices. Could 2021 be the…
Article How knowledge-centred service benefits customer support teams
What is knowledge-centred support, and why is it so important? Learn why a strategic effort to build KCS will make your whole business stronger
Conrad Electronic: How customer care works during a pandemic
Guest blog from Christina Bauroth, Senior Expert Public Relations at Conrad Electronic The impact of COVID-19…
Article Deliver better ecommerce customer experiences with Zendesk and Shopify
Give your agents instant access to customers' details and order information—all inside Zendesk.
Article Why you should integrate your agent support and product teams
Guest blog from Alexis Fogel, CEO, Stonly Regardless of your industry or product, your agent support…
Article 11 support tools every customer service team should have
Customer experience management is about providing consistent service. Here's our expert advice on how to do that.
Article An enterprise guide to personalised service
Enterprise companies often get a bad report when it comes to personalised service. It’s up to you to change the narrative.
Is your customer support team ready for the Christmas season?
It’s the most wonderful time of the year — unless you’re sitting on hold with a…
Article How to identify and support your most valuable customer segments
Using segmentation to better serve your best customers.
Article The new rules for customer service outsourcing in a changing world
The new rules for customer service outsourcing in a changing world. Customer service teams have seen an unprecedented level of disruption this year.