Is Ticketing Really Optimising Your Customer Support Process?

By 2020, customer experience will overtake price and product as a key business differentiator. As the number of solutions...

Live chat strategies to make your contact center solution a success

Providing support through a traditional contact center or call center creates a lot of communication barrier between the agent...

Investing in Support Technology: A Glimpse into the Future

What keeps customer service leaders up at night? The answer, in most cases, is numbers. A central task of...

Strategies for Insurers to Stand Out in Customer Support

Insurers—from home and casualty to health, auto, and life—face increasing pressures to differentiate themselves in a crowded digital marketplace....

The Ultimate Customer Support Stack for 2019

Customer service relationships can make or break your company, whether you’re growing a startup or managing a large enterprise....

Beyond the Knowledge Base: Your Guide to Self-Serve Customer Support

Customers want a great experience with a software company – and they want it now. Influenced by the eCommerce...

The 23 Most Important KPIs for Customer Support in 2019

In his book on the importance of working with very little information, Malcolm Gladwell wrote that good decision making...

The Complete Guide for Managing Customer Support Escalations

As your business grows, your framework for escalating customer support should match its sophistication and scale. Customers, whether business...

How to make screen share work for sales and customer support

Applications of screen share technology are expanding and diversifying every year. While remote desktop viewers have existed in some...

What does Gold Standard Customer Support Look Like?

Customer service is often called the most important facet of a company, with some describing it as “a company’s...