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Prepare for the future with these 4 CX strategies

August 21, 2017

The technologies needed to create personalized experiences at scale will advance rapidly in the next five years

6 Benchmarking best practices

August 18, 2017

Benchmarking done right is much more than a casual, anecdotal look at the competition. Here are some benchmarking best practices

Conduct an agent satisfaction survey

August 17, 2017

Our employee satisfaction survey guide shares insights on who to survey and how. Engaged employees mean a healthier business

Introducing Answer Bot

August 15, 2017

A a new way for customers to find the answers they seek even faster – introducing Answer Bot.

Customize your CSAT surveys

August 14, 2017

The simplicity of the CSAT survey lends itself to analyzing trends in satisfaction. Companies that focus on improving their scores have a competitive boost

The voice of the customer is key to your success

August 11, 2017

The complaints may vary but often the ire has one thing in common: Why didn’t you ask your customers what they wanted?

The importance of benchmarking customer service

August 10, 2017

Regularly benchmarking your performance against peers is essential to maintaining a competitive edge

The science behind satisfaction prediction

August 9, 2017

We dive into the guts of Satisfaction Prediction to explain how it can help raise your company’s overall CSAT score and maintain happy customers

Communication is key to great tech support

August 8, 2017

Alex has a background in technical support, but it was his experience as a history and French teacher that fine-tuned his knack for communicating

Be a better listener

August 7, 2017

Customers are always willing to tell you how they feel about your product. The question is, though: is there a better way to listen?

Sharing customer feedback

August 3, 2017

Simply collecting responses isn’t enough: sharing customer feedback properly is required for your company to make truly informed decisions.

Chatbots for business: a new support standard

August 3, 2017

If you’re wondering what’s next in the evolution of customer service technology, look no further than the closest chat window

How to get customer feedback: 3 methods

August 2, 2017

The first step towards understanding how to get customer feedback is to know the 3 different types

Scaling real-time communication

August 1, 2017

With an increasing expectation for real-time communication, live chat and messaging are crucial channels for customer service excellence.

How Allbirds’ customer service is taking flight

July 28, 2017

Allbirds partnered with Zendesk for their customer service software when they first launched

3 of the best knowledge management examples

July 28, 2017

Design and user experience aren’t just buzzwords—they matter when it comes to serving your customers knowledge.

You get a new app, and you get a new app, and you…

July 27, 2017

That reference is still relevant, right?

Make self-service easy with the Web Widget

July 27, 2017

Most customers would rather not call support if they don't have to. Learn how to make it easy for them to find what they need

Increase useful live chat requests on your website

July 27, 2017

Let’s look at some of the most efficient ways to increase live chat engagement on your site

Untapped: the ROI of customer service

July 25, 2017

Customer service can have a direct impact on the bottom line. So why do so few companies understand the ROI of customer service?

Transforming your customer service in 4 steps

July 25, 2017

What are the keys to transforming your customer service operation? It could be the literal million-dollar question

How will artificial intelligence assist customer service agents?

July 21, 2017

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

Knowledge management is power—and empowering

July 19, 2017

Implementing self-serve knowledge bases is one thing. But how do you take knowledge management a step further: by empowering both customers and agents?

Agents need context to give personalized support

July 19, 2017

By taking this time to prepare ahead, the agent is better equipped to address a potential issue and the consumer also feels taken care of

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