6 Benchmarking best practices
Benchmarking done right is much more than a casual, anecdotal look at the competition. Here are some benchmarking best practices
Customize your CSAT surveys
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 voice of the customer is key to your success
The complaints may vary but often the ire has one thing in common: Why didn’t you ask your customers what they wanted?
The importance of benchmarking customer service
Regularly benchmarking your performance against peers is essential to maintaining a competitive edge
How to get customer feedback: 3 methods
The first step towards understanding how to get customer feedback is to know the 3 different types
Make self-service easy with the Web Widget
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
Knowledge management is power—and empowering
Implementing self-serve knowledge bases is one thing. But how do you take knowledge management a step further: by empowering both customers and agents?
Agents need context to give personalized support
By taking this time to prepare ahead, the agent is better equipped to address a potential issue and the consumer also feels taken care of
Meet multichannel demands with agile QA
As the communication between customer and agent has become more multifaceted, an agile QA approach must evolve to reflect this complexity
Grow the bottom line by building trust
Customers expect a certain level of transparency when they submit questions, but for growing a company, providing reliable and consistent service can be difficult
The consequences of bad customer service
Customer experience, or CX, goes hand in hand with customer service. In the end, transforming customer service helps businesses deliver great experiences, according to the updated findings.
Fantastic voyage: Customer journey mapping is well worth the effort
The path a customer takes from Point A to Point B is a key source of truth in determining what they loved, what they hated, or where they got stuck. Learn why it's wise to walk a mile in their shoes.
FAQ-page design: Be savvy about self-service
With DIY on the rise, customers will greet a well-designed FAQ page as a useful tool—and a welcome relief.
How video can enhance self-service
The human brain processes video at astounding speeds. Try using it in your support pages.
A customer experience definition
Some companies struggle with agreeing on a customer experience definition. But actually delivering a great one is truly the difficult part.
Are proactive chat scripts the answer?
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?
Let customers choose your business hours
So how do you pull off delivering 24/7 business hours? By being smart humans and using technology wisely
Improve your support tickets with video
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
Build a great customer experience strategy
Building a top-notch customer experience strategy requires the ability to not only recognize the need for change but to embrace it
Customer success for the win-win
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
3 Results of bad customer service
Here’s a list of what providing bad customer service can do for your company
The benefits of proactive chat
The name of the customer service game these days is knowing what your customers need before they ask, making proactive chat an essential tool
Support falls flat without customer engagement
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
Let’s get serious about improving the customer experience
Companies know how imperative it is to better understand how their customers interact with their brand so they can provide a better customer experience