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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.
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 Agile practices (2): Agility starts with self-service
Agile companies are pouring resources into online help centres, and with good reason. Content reflects the…
Article What is good customer care in 2021?
Customer care is a core function of any business – but what does good 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…
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 How can technology help provide better customer care?
Customer care is a key part of any business, whatever ‘customer’ means to you. And increasingly…
Article What is a contact management system?
Keeping on top of your contacts is essential for any business, and contact management software can…
Article The psychology behind customer engagement with surveys
Survey design psychology is a complex field, looking not only at the way your survey appears…
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 Digital-first customer service – it’s good for customers and the bottom line
The way customers expect to interact with businesses has changed.
Article Agile practices (1): Building agile support teams
With the world changing at lightning speed, agile support teams are finding ways to quickly adapt…
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…