The Mortgage Coach homepage features a video loop of an affectionate couple huddled over a smartphone on a park bench. As they swipe through screens on their device, it’s clear that they’re having fun. This is how Mortgage Coach wants its customers to experience the loan process: in a way that’s human, accessible on the […]
The technologies needed to create personalized experiences at scale will advance rapidly in the next five years
Benchmarking done right is much more than a casual, anecdotal look at the competition. Here are some benchmarking best practices
Our employee satisfaction survey guide shares insights on who to survey and how. Engaged employees mean a healthier business
A a new way for customers to find the answers they seek even faster – introducing Answer Bot.
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 complaints may vary but often the ire has one thing in common: Why didn’t you ask your customers what they wanted?
Regularly benchmarking your performance against peers is essential to maintaining a competitive edge
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
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
Customers are always willing to tell you how they feel about your product. The question is, though: is there a better way to listen?
Simply collecting responses isn’t enough: sharing customer feedback properly is required for your company to make truly informed decisions.
If you’re wondering what’s next in the evolution of customer service technology, look no further than the closest chat window
The first step towards understanding how to get customer feedback is to know the 3 different types
With an increasing expectation for real-time communication, live chat and messaging are crucial channels for customer service excellence.
Allbirds partnered with Zendesk for their customer service software when they first launched
Design and user experience aren’t just buzzwords—they matter when it comes to serving your customers knowledge.
That reference is still relevant, right?
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
Let’s look at some of the most efficient ways to increase live chat engagement on your site
Customer service can have a direct impact on the bottom line. So why do so few companies understand the ROI of customer service?
What are the keys to transforming your customer service operation? It could be the literal million-dollar question
The latest innovations in artificial intelligence will showcase features with big upsides for agents
Implementing self-serve knowledge bases is one thing. But how do you take knowledge management a step further: by empowering both customers and agents?