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2 min read

Improvements in search for more intelligent self-service

Recent studies tell us that more and more customers prefer self-service over contacting a support agent;…

Article
1 min read

Infographic: best in practice

Your reputation for providing quality customer service matters. In fact, as our latest infographic illustrates, the…

Article
1 min read

S*** Support Agents Say

We know, we know: the S**** People Say meme is on its last leg. Who can…

Article
3 min read

Don't Keep Your Customers Waiting

Nothing says DISRESPECT quite like forcing someone else to wait. And yet, that is exactly what…

Article
4 min read

Social studies: A business-to-consumer social media report card

When the Internet entered the mainstream, life became a lot more challenging for traditional retailers. The…

Article
3 min read

Costco's ridiculously liberal return policy

When you read Costco’s return policy, it’s pretty extraordinary. For instance, check out the rules governing…

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