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