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3 min read
Why AI will transform how customer service teams work
Artificial intelligence will upend how customer service teams work in ways that will have far-reaching ramifications for companies across the globe.
White Paper
1 min read
Quantifying the business impact of customer service in Australia
Customers demand more instantaneous, personalized attention, and companies are leveraging new technologies that go beyond traditional…
Article
3 min read
How Google and Apple are mapping out business messaging
Google's Business Messaging and Apple Business Chat are the latest spots on the messaging landscape, but how will they map out their strategies?
Article
4 min read
How AI assistants close the gaps in customer service
AI assistants are capable of quite a bit more than their living room responsibilities. In the…
Article
3 min read
Support your support with self-service
More than 20% of agent time is spent looking for info, but having a good knowledge…
Article
2 min read
Announcing the Zendesk and WhatsApp Integration
We’re excited to announce the launch of our integration with WhatsApp Business Solution
Article
5 min read
When is it best to use chatbots vs. humans for customer service?
A common misconception is that chatbots are intended to solve 100% of problems and completely replace human agents. This is not the case.
Article
4 min read
Can chatbots make the insurance industry more human?
Chatbots can simplify the flow of insurance quoting engines, and companies like Pronavigator embedding chatbots on their websites to generate more leads.
Article
4 min read
Agents need cross-channel communication
Here's why omnichannel support for agents and customers is a necessity
Article
3 min read
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.
Article
3 min read
A customer experience definition
Some companies struggle with agreeing on a customer experience definition. But actually delivering a great one…
Article
5 min read
5 ways a customer interaction can improve your business
Customers will call, customers will interact, and customers will even vent at you. But the truth…
Article
2 min read
Building customer loyalty with great support
Every customer service interaction has the potential to build loyalty and trust with a customer, even the password reset answers you provide
Article
3 min read
The dynamic, long-term impact of self-service
Self-service is often considered an end goal for a support organization. In reality, it's much more dynamic, driving long-term efficiencies and customer-first philosophies across the entire business.
Article
3 min read
See your business goals through by offering live chat
It’s crucial to be sure that your live chat goals align with your business objectives. You don't want an opportunity to slip by, so we're highlighting five business goals that can be supported (and more achievable) by offering live chat.
Article
2 min read
5 must-haves in B2C customer support
B2C companies need to invest in features that account for their consumers’ behaviors, lest they want to see just how frustrated their customers can become. We highlighted the 5 must-have features of B2C customer support that ensure every customer can be heard.
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