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6 min read
Office politics: players gonna play and haters gonna hate
Every company has office politics. But some companies and some employees know how to use office…
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15 min read
Working moms need a new F-word: flexibility
No matter the advancements we make in technology, workplace policies, and legislation, it can still be…
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4 min read
FAQ-page design: Be savvy about self-service
With DIY on the rise, customers will greet a well-designed FAQ page as a useful tool—and a welcome relief.
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11 min read
There's a fresh dad in the cubicle near you
New moms usually get all the attention. Flowers, baby showers, and time off from work. But…
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2 min read
Machine learning: a new potential in customer service
Machine learning will soon affect many aspects of our lives, so here are some potential innovations coming to customer service by way of machine learning
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1 min read
How video can enhance self-service
The human brain processes video at astounding speeds. Try using it in your support pages.
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6 min read
Optimize your customer service training
Correctly investing in customer service training not only ensures that customers receive the best possible service,…
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9 min read
Why you need a sister wife in the workplace
No matter where you are located, or what company you work for, a work sister wife…
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3 min read
Building trust with automatic answers
Automatic answers are exactly what they sound like: they're answers that are immediately given to a…
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4 min read
Are proactive chat scripts the answer?
How your agents handle the delicate back and forth of a live chat conversation matters. Some…
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3 min read
Deliver a seamless online customer experience
In this post, we’ll share how you can stand out from the crowd with a better…
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2 min read
How AI is shaping the latest customer support trends
With the growing vigilance of how trends are being affected by automation, we've noted a few…
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6 min read
Let customers choose your business hours
So how do you pull off delivering 24/7 business hours? By being smart humans and using…
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1 min read
Improve your support tickets with video
A well-done, just-the-right-length how-to video can yield big relief at one more problem off the table. Which is where our friends at Wistia come in
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12 min read
Customer experience strategy: A step-by-step guide
Build a customer experience strategy to consistently create positive experiences that resonate with your audience.
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3 min read
Raise your ticket deflection ratio with smart self-service
It's time to demystify ticket deflection and improve your deflection ratio
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6 min read
A comprehensive guide to customer service SLAs (+ 3 free templates)
Here’s how and why you should create service level agreements.
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