Latest stories
Page 5
8 min read
What is a CRM Process? 5 Key Steps
The CRM tool itself is what provides the data and functionalities your team needs to execute this strategy—and ultimately turn leads into customers
23 min read
10 sales pitch examples that work (and tips for writing your own)
Craft an engaging sales pitch to pack your pipeline with high-quality leads.
9 min read
What is a customer success manager? Responsibilities and job description
Does your company have a customer success manager? If not, you’re missing out. Here's how this role can help your organisation.
White Paper
8 min read
6 Tips for Building A Thriving Help Centre
Learn how to build an engaging and thriving help centre. Increase customer satisfaction, reduce costs and grow your business community by improving your help centre with these steps
5 min read
What is a sales CRM?
When most people refer to a CRM (customer relationship management) they’re referring to software or a…
5 min read
10 customer experience KPIs for 2021 and beyond
It can be easy to feel overwhelmed by the number of customer experience KPIs. Learn how to identify the ones most important to your company.
10 min read
Understanding the difference between WhatsApp and WhatsApp Business
WhatsApp is the most popular chat app in the world and the top messaging app used by companies. Here's your complete guide to WhatsApp Business.
10 min read
Why customer service training matters: a guide to better service
Customer service training is the training customer service agents learn to improve performance and increase customer satisfaction.
14 min read
Customer support: Definition, skills, importance, and tips
Customer support teams help customers who are having trouble with a product or service. Troubleshooting is just one part of the job.
Guides and ebooks
6 min read
18 essential customer service metrics to measure in 2021
From customer satisfaction to resolution time, these are the key customer service metrics that measure performance and drive revenue.
15 min read
The business impact of customer service on customer lifetime value
Irritating issues affect customers daily. In every industry, a customer will inevitably contact customer service to…
6 min read
10 help desk metrics for service desks and internal help desks
It can be hard to identify the help desk metrics or service desk metrics that really matter for your organization, but these 10 are a good place to start.
11 min read
Millennials vs. Gen Z: How their customer service expectations compare
Millennials and Zoomers will soon become the two largest consumer groups in the country. Companies hoping to earn their brand loyalty should study their differing customer experience expectations and preferences.
10 min read
What is SPIN selling? Stages, questions & examples
The SPIN selling methodology gives sales professionals a framework for asking the right questions to help them close more deals.
11 min read
Providing great social media customer service
What is social media customer service? Social media customer service is offering support through social channels,…
Guides and ebooks
4 min read
How to structure your customer service department
What does a successful customer support team look and feel like? How can companies deliver good…
11 min read
How to start a call center (without breaking the bank
What is a call center? Defined, it's a team of customer service agents that responds to incoming calls about customer issues. Here's how to start one.
11 min read
5 examples of bad customer service (and how to be great instead)
Bad customer service is what happens when a company fails to meet customer expectations. Get tips for your team to avoid creating poor customer experiences.
9 min read
What are customer service objectives? 4 industry experts weigh in
We asked customer experience experts to provide examples of important customer service objectives.
9 min read
The best knowledge management system examples, types, and tools
Here are our favorite knowledge management examples and perhaps the kind of knowledge base your company will want to develop
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