Best practices

Article
10 min read

Churn rate: What it is + how to calculate it

Customer churn rate is a key metric for businesses looking to scale. Learn how to calculate it and ways to reduce it in our guide.

Article
1 min read

Customer experience: A comprehensive guide for 2024

Customer experience (CX) refers to all the interactions between a business and its customers. Learn why it's so essential and how you can improve your CX strategy.

Article
13 min read

A guide to customer satisfaction surveys: Top questions, examples, and templates

Asking the right customer satisfaction survey questions will provide key insights into what's working and what isn't so you can enhance the customer experience and increase retention.

Article
10 min read

How to choose a CRM system: A step-by-step guide

A CRM can boost sales productivity and drive revenue—but only if you choose the right solution. Read our article to learn how.

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4 types of CRM and how to choose the right one

There are four types of CRM systems—operational, analytical, collaborative, and strategic—designed to support sales teams that can drive better customer experiences.

Article
9 min read

What is a customer portal? A complete guide

A customer portal is a hub where customers can self-serve and manage their support requests. Discover how it benefits your customers and business.

Article
13 min read

Customer retention: Metrics, strategies, and examples

Discover tried-and-true customer retention strategies to keep customers coming back.

Article
10 min read

Ultimate guide to customer focus in 2024

Improving your customer focus starts by deepening your understanding of what customer focus means and building an effective customer focus strategy.

Article
15 min read

Customer complaints: Definition, examples, and resolution tips

Customer complaints aren’t ideal, but they can help improve your business. Here’s how to handle them in an impactful way.

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Article
11 min read

Deep learning vs. machine learning

Uncover the inner workings of machine learning and deep learning to understand how they impact the tools and software you use every day.

Article
19 min read

11 ways to deliver good customer service: Principles + tips

Good customer service is critical for retaining and acquiring customers. Learn how to meet and exceed customer expectations in our guide.

11 min read

9 tips for providing great social media customer service

Today’s customers expect excellent social media customer service from leading brands. Learn how to win buyers’ hearts on their favorite platforms.

Introducing the world’s most complete CX solution for the AI era

Article
6 min read

What is the difference between chat and messaging?

Chat and messaging are two popular methods to connect with your customers. Learn why different communication methods provide a better customer experience (CX).

15 min read

Inside sales vs. outside sales: What are the key differences?

Learn the differences between inside and outside sales—and the responsibilities, skill sets, and tools for each—so you can adopt the right sales model for your business.

Article
4 min read

11 tips to improve agent productivity and efficiency

Are you ready to take your customer support team to the next level? Follow these tips to boost agent productivity and efficiency.

Article
7 min read

12 types of customers + how to support them

Customer service isn’t one-size-fits-all. Understanding the different types of customers can help you optimize the customer experience and hit your business goals.

Article

What is personalized customer service? + 10 ways to provide it

Personalization is essential to supporting top-tier CX. Uncover 10 ways to prioritize personalized customer service by leveraging customer data in our guide.