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B2B customer service: what it is and how to do it right Article

B2B customer service: what it is and how to do it right

It’s a common myth that B2B companies aren’t as focused on customer service as their B2C counterparts.

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…

Agile practices (2): Agility starts with self-service Article

Agile practices (2): Agility starts with self-service

Agile companies are pouring resources into online help centres, and with good reason. Content reflects the…

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…

Styles and methods of conflict management in customer service Article

Styles and methods of conflict management in customer service

Most people try to avoid conflict in their day-to-day lives, but anyone in customer service can…

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…

Five tips to effectively improve your customer experience 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…

How can technology help provide better customer care? Article

How can technology help provide better customer care?

Customer care is a key part of any business, whatever ‘customer’ means to you. And increasingly…

What is a contact management system? Article

What is a contact management system?

Keeping on top of your contacts is essential for any business, and contact management software can…

The psychology behind customer engagement with surveys Article

The psychology behind customer engagement with surveys

Survey design psychology is a complex field, looking not only at the way your survey appears…

How to ensure effective online customer service Article

How to ensure effective online customer service

In the traditional sense, customer service has always meant being patient, polite and as helpful as…

Should you offer customer assistance alongside customer service? 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…

Are website or app-based live chats better for customers? 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%…

Contact centres vs call centres: what is the difference? 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…

A step-by-step guide to a new CRM integration 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…

Should customer relationship management be a job? Article

Should customer relationship management be a job?

Every business has customers, in whatever form that takes, and improving relationships with them should be…

Digital-first customer service – it’s good for customers and the bottom line Article

Digital-first customer service – it’s good for customers and the bottom line

The way customers expect to interact with businesses has changed.

Agile practices (1):  Building agile support teams Article

Agile practices (1): Building agile support teams

With the world changing at lightning speed, agile support teams are finding ways to quickly adapt…

Here’s how European companies actually got faster at solving customer issues last year 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…