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 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 7 ways to deliver great customer service
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 customer service chatbots with AI
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 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…
White Paper 5 biggest gaps in customer service for small businesses
The stakes are high for small businesses. Companies like Amazon and Uber have set the standard…
Article Values versus reality: surprising gaps in customer service
We all have blind spots. What companies perceive as excellent service does not always line up with the reality of the customer service they are delivering
Article Big expectations, small businesses: What customers want
Good customer service experiences can result in more business from not just that customer, but also…
Article 3 top priorities in banking customer service
Customers expect banks to offer an exemplary digital experience — and retain a human touch. High performers share these traits
Article Big expectations, small businesses: What customers want in Australia
Good customer service experiences can result in more business from not just that customer, but also…
Article Start providing personalized customer service
There are many upsides to personalizing your customer service, but doing so can be a tightrope walk. Here are some tips for providing personalized customer service and customer experience at scale
Article How is machine learning being used in customer service?
Despite it’s growing popularity, there’s still a lot of confusion concerning how machine learning fits within…
Article The benefits of owning your support community
The many benefits to hosting a support community include better knowledge sharing, fostering productive conversations, enabling product experts, moderating conversations, SEO, and more