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Article
9 min read
Squarespace’s Jessica O’Connell on customer support as brand ambassadors
Editor’s note: We’re extending International Women’s Day throughout the month of March to celebrate women in…
Article
3 min read
These consumer contradictions mean AI opportunities in CX
Your customers still aren’t entirely comfortable with AI, nor do they understand how it’s already affecting them. Here’s how to help them — and your agents.
Article
7 min read
4 strategies for managing customer conversations
Discover four strategies to effectively manage the customer conversation and create quality relationships.
Article
3 min read
How to keep that personal touch as your company grows
As businesses grow, they often grapple with a perplexing problem: how can a customer service team maintain that personal touch as it scales?
Article
7 min read
Informal leadership: Be the person at work that others look up to
Recently I was talking with a friend about his work situation. He’d worked with the same…
Article
6 min read
Optimize your sales forecast process
Better forecasting leads to more (and more predictable) sales.
Article
10 min read
11 customer service response templates to improve workflow
Respond to customers fast by using customer service response templates. Don’t worry about sounding robotic—you can always add your own unique touch to keep your communication human and empathetic.
Article
6 min read
Dos and don'ts for marketing with memes
As ubiquitous as the devices we share them on, memes are here to stay—whether or not…
Article
19 min read
Sales motivation: 12 proven techniques to motivate your team
Sales motivation runs deeper than quotas and bonuses. Here’s how to motivate your sales team with tried-and-true strategies.
Article
4 min read
The 3 keys to silo-free, scalable self-service
Having a knowledge base is one thing; but how do you manage content as it gets used across your business, in new and different contexts? Scale it smartly with these tips in mind.
Article
8 min read
A strategy for using support data to create marketing content that works
The terms content and marketing go hand-in-hand, which is why, for many businesses, content can feel…
Article
4 min read
Customer service BPO: What is it + do you need it?
Customer service BPOs can help you reach your support goals. Learn what they are and how to determine if they are right for your organization.
Article
8 min read
Is it time for your startup to form a customer advisory board?
A customer advisory board (CAB) is a highly specific animal, with a focused, strategic reason for…
Article
7 min read
Overcome forecasting anxiety with a scientific sales forecasting model
Learn how to overcome forecasting anxiety by using a data-guided process: from giving your scoring strategy a tune-up to measuring across conversion points, these strategies will help you build a solid sales forecasting model.
Article
3 min read
3 benefits of proactive engagement
Proactive engagement is anticipating the context of common support issues and being a step ahead, so you can guide customers towards the experience they deserve
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