6 Benchmarking best practices

August 18, 2017

Benchmarking done right is much more than a casual, anecdotal look at the competition. Here are some benchmarking best practices

Customize your CSAT surveys

August 14, 2017

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

August 11, 2017

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

August 10, 2017

Regularly benchmarking your performance against peers is essential to maintaining a competitive edge

How to get customer feedback: 3 methods

August 2, 2017

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

July 27, 2017

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

July 19, 2017

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

July 19, 2017

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

July 12, 2017

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

July 11, 2017

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

July 10, 2017

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

July 7, 2017

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

June 23, 2017

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

June 21, 2017

The human brain processes video at astounding speeds. Try using it in your support pages.

A customer experience definition

June 19, 2017

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?

June 16, 2017

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

June 13, 2017

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

June 9, 2017

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

June 7, 2017

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

June 5, 2017

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

June 2, 2017

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

The benefits of proactive chat

June 2, 2017

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

June 2, 2017

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

May 26, 2017

Companies know how imperative it is to better understand how their customers interact with their brand so they can provide a better customer experience