Best practices
5 min read

10 customer experience KPIs for 2021 and beyond

It can be easy to feel overwhelmed by the number of customer experience KPIs. Learn how to identify the ones most important to your company.

Best practices
10 min read

Understanding the difference between WhatsApp and WhatsApp Business

WhatsApp is the most popular chat app in the world and the top messaging app used by companies. Here's your complete guide to WhatsApp Business.

Best practices
10 min read

Why customer service training matters: a guide to better service

Customer service training is the training customer service agents learn to improve performance and increase customer satisfaction.

Best practices
14 min read

Customer support: Definition, skills, importance, and tips

Customer support teams help customers who are having trouble with a product or service. Troubleshooting is just one part of the job.

Guides and ebooks
6 min read

18 essential customer service metrics to measure in 2021

From customer satisfaction to resolution time, these are the key customer service metrics that measure performance and drive revenue.

Best practices
15 min read

The business impact of customer service on customer lifetime value

Irritating issues affect customers daily. In every industry, a customer will inevitably contact customer service to…

Best practices
6 min read

10 help desk metrics for service desks and internal help desks

It can be hard to identify the help desk metrics or service desk metrics that really matter for your organization, but these 10 are a good place to start.

Best practices
11 min read

Millennials vs. Gen Z: How their customer service expectations compare

Millennials and Zoomers will soon become the two largest consumer groups in the country. Companies hoping to earn their brand loyalty should study their differing customer experience expectations and preferences.

Best practices
11 min read

Providing great social media customer service

What is social media customer service? Social media customer service is offering support through social channels,…

Guides and ebooks
4 min read

How to structure your customer service department

What does a successful customer support team look and feel like? How can companies deliver good…

Best practices
11 min read

How to start a call center (without breaking the bank)

What is a call center? Defined, it's a team of customer service agents that responds to incoming calls about customer issues. Here's how to start one.

Best practices
11 min read

5 examples of bad customer service (and how to be great instead)

Bad customer service is what happens when a company fails to meet customer expectations. Get tips for your team to avoid creating poor customer experiences.

Best practices
9 min read

What are customer service objectives? 4 industry experts weigh in

We asked customer experience experts to provide examples of important customer service objectives.

Best practices
9 min read

The best knowledge management system examples, types, and tools

Here are our favorite knowledge management examples and perhaps the kind of knowledge base your company will want to develop

Best practices
14 min read

Customer data management: 8 ways to manage and protect your customer data

Managing customer data is a hot topic. According to one report, consumer data is now the…

Customer service gets conversational

A lot changed in 2020, customer behaviors included. Not only did they reach out to companies…

How CX is critical for the new digital world of financial services

The adoption of mobile over the last 20 years has dramatically changed the face of financial…

Conversations for better customer relationships

Support, sales, and marketing benefit from messaging strategies that boost customer satisfaction, retention, and engagement

Best practices
1 min read

Let’s get conversational: 9 ways to transform your CX with messaging

Did you know that nearly 75% of customers expect conversational experiences when interacting with brands? For…