Customer service trends
The way we work is always changing—and so are customer expectations. Ditch the buzzwords and industry jargon and get back to the foundation of customer service. Check out the latest technology and trends that are creating better customer experiences.
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Article Integration bonanza
Work from home has us feeling isolated and stir-crazy. We hope you can nerd out and lose yourself in this month’s integration bonanza
Article Why to consider customer service automation
There is a solution to long hold times and delays in email response times that customers increasingly expect: automated customer service
Article The intelligent contact center of the future
While the proliferation of customer engagement channels can be challenging on a technological and operational level, it’s really good news for businesses
Article The complete guide to customer service
Customer service is the act of supporting customers in their discovery, use, optimization, and troubleshooting of a product or service.
Article Considering customer service outsourcing? Ask these 4 questions first
In this article, we’ll clear up some of the confusion about customer service outsourcing so you’re enabled to make the best decision possible
Guide What is customer acquisition?
Your customer service team can help turn prospects into new customers as well as keep existing ones happy
Article 3 ways to make AI practical and accessible in CX
Goal-oriented business leaders need an AI accessibility and usability revolution in CX. Ada's Ruth Zive shares sharp, actionable ways to create it
Article 5 ways financial services can use messaging to create a better experience
Financial services are taking a bite of the conversational business cake and eating it too, creating fast, personalized, and secure messaging experiences
Article Diving deep into CX trends: a Q&A with Ray Wang
Ray Wang of Constellation Research shares actionable insights into this year's most critical customer service trends
Article Deep learning vs machine learning: a simple way to understand the difference
Machine learning and deep learning - you've heard of these terms that describe artificial intelligence. Here's a simple way to understand the difference
Article What is good customer service and does it really matter?
What is good customer service? Be nice. Be quick. Be thorough. Your customers will thank you. And so will sales, marketing, and the rest of your company
Article 3 best practices to cultivate loyalty in customer service
There are actionable ways to drive loyalty through your customer support. And loyalty really matters
Article 5 benefits of using AI bots in customer service
Customer service bots aren't about removing human agents from the equation—they're meant to provide benefits to agents and customers alike
Article Expanding omnichannel support with WhatsApp
Companies that serve a global customer base are increasingly putting WhatsApp at the center of their omnichannel support programs
Article Is your customer support team ready for the holidays?
As the holidays rapidly approach, companies that want to avoid ending up on their customers’ naughty list are taking stock of their customer service and support departments in advance of the holiday rush
Article The difference between chat and messaging
For support leaders focused on providing a rock-solid customer experience, it's important to know the differences between live chat and asynchronous messaging—and which one customers prefer
Article Messaging apps are open for business
7 out of 10 consumers would like to message a business. Global messaging platforms have recognized the opportunity and have all opened their doors to messaging
Article The paradox of channel choice
It’s good to offer all support channels, but not all the time, and not everywhere
Article Yesterday’s extraordinary is today’s ordinary
Every business needs to consider how to continuously deliver better customer experiences that can compete with…
Article Big expectations, small businesses: What customers want in Europe
Good customer service experiences can result in more business from not just that customer, but also…