Infographic: How Customer Service is Evolving in 2018

Posted by Karishma Urs

We've recently conducted a survey with customer service leaders across North America to get a better sense of the their current support channels, how they hire & retain agents, how they use systems to conduct work and much more.

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Survey Results Are In. Here's What Customer Service Leaders Are Saying About Their Jobs in 2018.

Posted by Jay Hinman

 

We've just published the results of our exclusive survey of customer service leaders across North America, and have made them available in a downloadable guide.

This new data is not only of use for customer service leaders and their teams, but for anyone looking for deeper insights into the nature of how the support agents we interact with on a daily basis view their own jobs.

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Your Complete Introduction to Conversational Process Automation

Posted by Jay Hinman

 

There’s always one. That one repetitive inbound ticket that eats up a significant portion of your customer support team’s time and effort - and that costs more than you’d like it to.

Our customers have told us that this one ticket is often their most expensive overall, due to its frequency and the number of back-end systems needed to resolve it. It's often refunds, or upgrades, or cancellations - even account lookups fly into contact centers frequently and repeatedly, and can be among the most annoying and/or mind-numbing tickets for customer support agents to handle.

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To Bot or Not — What Should You Automate in Customer Support?

Posted by Edmund Ovington

This is a guest post by Edmund Ovington, VP of Global Alliances at Unbabel.

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Making Customer Service Your Competitive Advantage

Posted by Jay Hinman

Businesses often seek to differentiate on the basis of one of several strengths they can call their own. It might be product innovation, price, or some distribution or branding advantage that they have above and beyond their competitors - and yet every company, consumer- or business-facing alike, has a customer support function in some shape or form.

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Automation in Customer Support: Do Humans Always Need Human Help?

Posted by Jay Hinman

Automation in customer service operations is rapidly taking many forms, from multilingual customer communication to conversational process automation and beyond. These AI-powered automations are presenting customer service leaders with a range of innovative options about how best to optimize their customer support function.

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Dreamforce 2018 Is Coming - Let's Talk

Posted by Jay Hinman

We've been working closely with Salesforce Service Cloud customers - and with Salesforce themselves - for several years now. Naturally the place to be next month is San Francisco, for Dreamforce 2018 on September 25th-28th. If you're coming, we'd love to meet with you there.

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AI is the Powerhouse Enabling Friendly Customer Service

Posted by Mikhail Naumov

In industries where companies depend on customer service excellence, success is driven by the right people, processes, and a cultural commitment to customer satisfaction. 

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