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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Integration bonanza 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

Why to consider customer service automation 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

The intelligent contact center of the future 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

The complete guide to customer service 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.

Considering customer service outsourcing? Ask these 4 questions first 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

What is customer acquisition? Guide

What is customer acquisition?

Your customer service team can help turn prospects into new customers as well as keep existing ones happy

3 ways to make AI practical and accessible in CX 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

5 ways financial services can use messaging to create a better experience 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

Diving deep into CX trends: a Q&A with Ray Wang 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

Deep learning vs machine learning: a simple way to understand the difference 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

What is good customer service and does it really matter? 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

3 best practices to cultivate loyalty in customer service 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

5 benefits of using AI bots in customer service 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

Expanding omnichannel support with WhatsApp 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

Is your customer support team ready for the holidays? 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

The difference between chat and messaging 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

Messaging apps are open for business 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

The paradox of channel choice Article

The paradox of channel choice

It’s good to offer all support channels, but not all the time, and not everywhere

Yesterday’s extraordinary is today’s ordinary Article

Yesterday’s extraordinary is today’s ordinary

Every business needs to consider how to continuously deliver better customer experiences that can compete with…

Big expectations, small businesses: What customers want in Europe 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…