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Digital transformation is by no means a recent trend. However, the past couple of years has seen its importance within customer service skyrocket + Read More about digital transformation in customer service – why you can’t afford to ignore it (part 1 of 4)

As storefronts have evolved, so too has customer service. Now more than ever, customers are empowered to expect more from businesses and get + Read More about how to train your agents for an omnichannel customer service strategy

Customer service has long been a slow-moving piece of the broader business landscape, and it’s not hard to see why: business owners are + Read More about chatbot vs. live chat: which is better for your customer service?

Customer service is often cited as the most important factor in customer satisfaction. It’s why we’re here to talk about how your customer service team + Read More about 6 customer service skills for a positive customer experience

Imagine a customer is at the checkout of your eCommerce store. They have a pair of shorts in the basket, and they’re right on + Read More about how to use live chat to support the ecommerce customer journey

The world of higher education is a unique and challenging space. Competition is incredibly tough, and it shows no sign of getting any + Read More about transforming customer service in a student’s world – a q&a with dawson college

There are over 2.8 billion monthly active users on Facebook, and counting. Chances are high that some of these users are your customers, and whether you’re aware of it + Read More about top 4 goals with solutions for better customer service via facebook

24/7 support is becoming commonplace among well-resourced teams. Automation is too, passing off routine and repetitive tasks to technology like chatbots so agents have more time to spend on complex or high-value tasks, + Read More about task bot: simple but effective 24/7 automated support

While tracking and measuring live chat KPIs is essential, it’s not always so easy to get your agents to understand why this matters and to get them + Read More about live chat kpis are essential – but how can you get agents onboard?

If you’ve been forced to transition your whole customer service team into remote workers, you’re not alone. Organizations across the world have struggled with + Read More about top 4 tips to train customer service agents remotely

Ten years ago, it wouldn’t have been uncommon to see people switch off merely at the sound of ‘customer experience’ in conversation. Once + Read More about the best customer experience needs the best agent experience – expert commentary

Social media and customer service have become an integral partner in customer support as social platforms have grown to become a part of + Read More about top 4 tips to nail social media customer service

As easy as it is to support customers with live chat, live chat customer support operations should never be run blindly. Knowing how your + Read More about how to measure the success of your live chat customer support team

By 2025 the chatbot industry is expected to be worth $1.25 billion, growing at a CAGR of 24.3%, according to a new report by Grand View + Read More about why are top brands embracing ai chatbots?

Unless you live under a rock, you’ll have heard of, and likely used, online chat on a website. It’s used across every industry all over the world. While + Read More about 4 simple reasons why you need online chat on your website

Today’s customer service expectations cross over industries. If a consumer has a positive experience in one industry, they’ll expect it in another. Because of this, today’s clients are likely to judge the customer + Read More about live chat benchmark data & best practices for financial services & banking

Very few people have avoided the consequences of Covid-19 in their workplace. The pandemic has driven more people than ever to work from home, while forcing millions + Read More about 2021 is the year of omnichannel customer engagement – here’s why

When it comes to customer service, everybody appreciates a first time, single contact resolution – the customer asks their question, and they get their answer + Read More about support ticket systems: what is ticketing and why customer service suffers without it