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Article 7 tips to get your support teams through the pandemic (and beyond!)
Time to put away that crystal ball. If anything, 2020 taught us to embrace a certain…
Article 7 tips for excellent customer service
An excellent customer experience can change the way you think about a company, and it can create real loyalty.
Article 6 companies tackling social justice and inspiring customers
As many as 70 percent of consumers want brands to take a stand on social and…
Article Empathy in a chaotic world — and a new way to say thanks
As we continue to ask ourselves, “How can we most be helpful to others, right now?” we think the answer lies within certain values essential to our company like appreciation and gratitude.
Article Leading a startup during a pandemic: 5 lessons from 5 founders
Starting up during a pandemic? Not easy, but these founders are making it work. Find out what they said about CX, growth and empathy.
Article How to ask for a mental health day from work—because we all need one
The day is coming when employees will be shocked to learn that their predecessors couldn’t just…
Article How to measure customer satisfaction: advice from industry leaders
Measuring customer satisfaction is critical to growing your business, but don’t take our word for it. Here's how industry experts use customer satisfaction metrics.
Article Customer orientation guide: definition, examples & 5 steps to become customer-oriented
If you want customers to be loyal to you, you have to start putting them first.
Article Design in Health helps solve for a better patient experience, from testing sites to nursing homes
Before COVID-19, Design Institute for Health (DIH) at the University of Texas was already reimagining healthcare…
Article Apple Business Chat and Google’s Business Messages: What you need to know about the two newest CX channels
Apple Business Chat and Google's Business Messages are the newest players in the CX messaging game. Businesses should take note.
Article More context leads to better chatbots—and better conversation
We’ve all been there. Bounced around to different departments, put on hold, shifted from agent to…
Article Why empathy has moved from buzzword to business necessity
It used to be that brands were built on strength. If your product was better or…
Article The future of work—new paradigms, locations, and possibilities
The workplace paradigm has been pretty stagnant for about 100 years: 9-to-5 Monday through Friday; come…
Article Work-from-home productivity tips for the long haul
When the pandemic forced Kenny Trinh’s company to lay off employees, he found himself managing multiple…
Article Changes to SMB sales cycles better position teams for the challenges ahead
Sales cycles for smaller teams had long been changing, even before a global pandemic transformed everything…
Article Home-bound customers turn to messaging channels
Like the perfect storm, 2020 blew in and turned business on its head. And today, business…
Article We’re more connected than we realize; it’s time to rethink how we do business
If there is one thing COVID-19 has taught us, it’s how interconnected we are. When suddenly…
Article Stop for a CX moment—3 companies taking a human approach
For some of us, sheltering-in-place may not have a clear end in sight. For all of…
Article Scaling your support team: 7 common questions, answered
Many small and midsize businesses (SMBs) rely on a patchwork system of multiple tools just to…