Workflow efficiency

Article

Top ways to drive collaboration between support and development teams

Collaboration between CSAs and developers can be difficult at best – and a blocker at worst – which can have disastrous impacts on customer support success metrics. But there's a better way.

Latest stories

How four companies deliver exceptional customer experience at scale Guide

How four companies deliver exceptional customer experience at scale

Delivering exceptional customer experience at scale can be a challenge, but with a modern, easy-to-use CRM…

Make your work flow :  5 steps to scale your support operations Guide

Make your work flow : 5 steps to scale your support operations

For growing businesses, fielding every customer service enquiry effectively becomes more and more challenging. Having the…

Enhancing the agent experience with contextual workspaces Article

Enhancing the agent experience with contextual workspaces

Support agents don't benefit from clunky interfaces or confusing processes.

What is tier 0 customer support? Guide

What is tier 0 customer support?

Reflecting the importance of providing excellent self-service to manage rapid growth and satisfy customers, you might want to launch tier 0.

6 keys to ticket escalation Article

6 keys to ticket escalation

Not all tickets were created equally.

Collaborate across your ecosystem with Side Conversations Article

Collaborate across your ecosystem with Side Conversations

Getting the right information to or from the right people in a large organization is easier said than done.

Better customer experiences with omni-channel engagement Whitepaper

Better customer experiences with omni-channel engagement

Designing a support experience that enables you to have natural conversations with your customers, regardless of…

How will artificial intelligence assist customer service agents? Article

How will artificial intelligence assist customer service agents?

The latest innovations in artificial intelligence will showcase features with big upsides for agents