How to support your robot co-worker

September 19, 2017

We’ll learn to work well alongside our robot co-workers, but to get there, both sides are going to have to learn

How will artificial intelligence assist customer service agents?

July 21, 2017

The latest innovations in artificial intelligence will showcase features with big upsides for agents

What’s the difference between machine learning and deep learning?

July 18, 2017

Understanding how today’s AI works might seem overwhelming, but it really boils down to two concepts: machine learning and deep learning

How AI is shaping the latest customer support trends

June 14, 2017

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

The latest social media trend? Great customer service

April 26, 2017

Social media is no longer just a tool for stalking your middle school crush or sharing pictures of your dog. With companies and brands active across multiple platforms, the functionality of social media is constantly evolving and it can be hard to keep up

4 KPIs you should be measuring and why

March 26, 2017

It’s an old cliché: “What gets measured gets done.” Unfortunately, many organizations make the mistake of relying too few metrics

How customer service agents can think like memory athletes

July 7, 2016

In customer service, agents are frequently tasked with memorizing hundreds of macros, tags, or other shorthand ways for categorizing information, in addition to learning everything there is to know about

See the customer journey more clearly: Introducing the Pathfinder app

March 18, 2016

The Pathfinder app allows you to provide more personalized support. Advocates are given insight into which Help Center articles and community forum posts customers have already viewed

All for one, and one for all: Help agents work more productively, together

February 13, 2015

Sometimes it really does take a village. When it comes to tackling customer support challenges, this much is clear: The one-on-one models that predominated

Setup auto-responses to common questions with triggers

April 8, 2010

One of the keys to streamlining your customer support is responding appropriately to tickets as they come in and as they go through your support process