Automatic answers are exactly what they sound like: they’re answers that are immediately given to a customer without any agent interaction

How your agents handle the delicate back and forth of a live chat conversation matters. Some may say proactive chat scripts are the answer. But are they?

In this post, we’ll share how you can stand out from the crowd with a better online experience for your customers

With the growing vigilance of how trends are being affected by automation, we’ve noted a few current customer service AI innovations and how they’re likely to continue changing

PlanGrid believes that impeccable customer service is the lynchpin to a lasting and healthy relationship with customers. To build that relationship, every person they interact with should be treated with

So how do you pull off delivering 24/7 business hours? By being smart humans and using technology wisely

Mixing up customer support jobs for agents can have a huge impact on individuals' and teams' personal and professional fulfilment

There are a few call center metrics that tell a broader story beyond the number. They can even provide details you weren’t looking for in the first place

A well-done, just-the-right-length how-to video can yield big relief at one more problem off the table. Which is where our friends at Wistia come in

Different customer service channels offer unique sets of benefits to a business and to customers. Here's what to keep in mind when weighing live chat vs. phone support.

Building a top-notch customer experience strategy requires the ability to not only recognize the need for change but to embrace it

It’s time to demystify ticket deflection and improve your deflection ratio

We collected some customer service quotes to look to when the going gets tough

A support SLA boils down to ensuring a baseline level of quality for your customers. So how do you choose, support, measure, and improve your SLAs?

Your customers live busy lives, so you have to enable your customer success team to make the process of learning to use your product as streamlined as possible

Here’s a list of what providing bad customer service can do for your company

The name of the customer service game these days is knowing what your customers need before they ask, making proactive chat an essential tool

Developing a customer engagement model goes far beyond pricing and offering a quality product or service—it’s about creating an emotional connection with customers

With hundreds of thousands of members and nearly 100 employees, FabFitFun’s email, phone, live chat, and social channels have to keep up with the company’s rapid growth

“People remember how you make them feel,” said restaurateur Danny Meyer at a retail trade show earlier this year. Your product has to be great—but so, too, does your hospitality

First Contact Resolution is a metric that, when used judiciously, can help drive improvements in customer experience. But it’s not without its pitfalls

Despite major improvements in other realms of customer service, many companies are using outdated technology and methods for providing customer service over the phone

We have a bevy of new ways to integrate with Zendesk. Among other things, these tools offer ease in inventory control, minimize repetition in support answers, and break down language barriers

To “translate” the language of the business, we’ve put together a glossary of customer service terms commonly encountered in a support organization