Best practices
Strategies, how-tos, and ideas to inspire you.
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Article
13 min read
What is a sales funnel? Strategies on how to create one (+ examples and templates)
A sales funnel is critical for understanding the path to purchase. Learn how it works and how to build one so you can increase conversions.
Article
16 min read
What is customer service?
Customer service is the support you offer customers throughout a business relationship. Learn why it’s important and assess your own customer service aptitude.
Article
12 min read
Personalization 101: What it is, importance, and examples
Use consumer data to perfect the customer experience (CX) with personalized products, customer service, and messaging.
Article
12 min read
Customer self-service: what it is, why it's important, and how to get it right
Customer self-service is a set of tools and resources that allow customers to complete tasks independently. Discover the benefits and more in this guide.
Article
13 min read
What is a call center? Definition, types, and how they work
A call center is a team of customer service specialists who field customer calls. Learn what it takes to build a productive call center that provides great customer experiences.
Article
13 min read
Customer feedback: 7 strategies to collect and leverage it
Customer feedback is a goldmine of insights—if you know how to get it and use it well.
Article
8 min read
What is cross-selling? The complete guide (+ examples)
Cross-selling is the process of selling a related product or service to an existing customer.
Article
What is online customer service? + 9 ways to improve it
Online customer service is the process of answering customer questions digitally using tools such as email, social media, and more. Learn more in this guide.
Article
15 min read
What is conversational AI? How it works, examples, and more
Learn how conversational AI is transforming CX and how you can use it to benefit your business, agents, and customers.
26 min read
52 effective sales email templates (+ writing tips)
Increase your chances of success with these sales email templates that cover every stage of the pipeline, from prospecting to closing.
Article
10 min read
Knowledge-centered service (KCS): The basics + benefits
Knowledge-centered service is a philosophy that leverages the knowledge management process to improve team customer service and organizational productivity. Learn more below.
Article
5 min read
What is call center workforce management?
In a call center, workforce management is a set of processes used to optimize productivity and reduce risk. Learn why this is so important in our guide.
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Article
19 min read
5 powerful sales strategies, examples, and best practices
Here’s a five-step approach to creating a sales strategy that attracts, converts, and retains customers.
Article
12 min read
What is a chatbot? + How they work
Chatbots are AI solutions that simulate human-like conversations to deliver 24/7 support and give service teams time back for higher-value tasks.
Article
12 min read
How to create a customer experience map: Step-by-step guide
Use this guide to create a customer experience map that gives your team the insights it needs to deliver excellent CX.
Article
11 min read
Customer service outsourcing: Pros and cons + guide
Customer service outsourcing can provide the boost you need to improve your customer experience. Learn how to outsource customer service in our guide.
Article
12 min read
Customer service reports: A complete guide + 6 metrics to track
Customer service reports can help your organization deliver an outstanding customer experience time after time. Discover key metrics and how to implement them.
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