Why to consider customer service automation
There is a solution to long hold times and delays in email response times that customers increasingly expect: automated customer service
The intelligent contact center of the future
While the proliferation of customer engagement channels can be challenging on a technological and operational level, it’s really good news for businesses
Deconstructing customer service
Let’s deconstruct what we mean by "customer service" and explore the many ways in which it can impact an organization.
Considering customer service outsourcing? Ask these 4 questions first
In this article, we’ll clear up some of the confusion about customer service outsourcing so you’re enabled to make the best decision possible
3 ways to make AI practical and accessible in CX
Goal-oriented business leaders need an AI accessibility and usability revolution in CX. Ada's Ruth Zive shares sharp, actionable ways to create it
5 ways financial services can use messaging to create a better experience
Financial services are taking a bite of the conversational business cake and eating it too, creating fast, personalized, and secure messaging experiences
Diving deep into CX trends: a Q&A with Ray Wang
Ray Wang of Constellation Research shares actionable insights into this year's most critical customer service trends
Deep learning vs machine learning: a simple way to understand the difference
Machine learning and deep learning - you've heard of these terms that describe artificial intelligence. Here's a simple way to understand the difference
什麼是良好的客戶服務，它是否真的很重要？
What is good customer service? Be nice. Be quick. Be thorough. Your customers will thank you. And so will sales, marketing, and the rest of your company
3 best practices to cultivate loyalty in customer service
There are actionable ways to drive loyalty through your customer support. And loyalty really matters
5 benefits of using AI bots in customer service
Customer service bots aren't about removing human agents from the equation—they're meant to provide benefits to agents and customers alike
Expanding omnichannel support with WhatsApp
Companies that serve a global customer base are increasingly putting WhatsApp at the center of their omnichannel support programs
Is your customer support team ready for the holidays?
As the holidays rapidly approach, companies that want to avoid ending up on their customers’ naughty list are taking stock of their customer service and support departments in advance of the holiday rush
交談與傳訊之間的區別
For support leaders focused on providing a rock-solid customer experience, it's important to know the differences between live chat and messaging—and when to use them
Messaging apps are open for business
7 out of 10 consumers would like to message a business. Global messaging platforms have recognized the opportunity and have all opened their doors to messaging
The paradox of channel choice
It’s good to offer all support channels, but not all the time, and not everywhere
Yesterday’s extraordinary is today’s ordinary
Every business needs to consider how to continuously deliver better customer experiences that can compete with the likes of today’s leading brands
Values versus reality: surprising gaps in customer service
We all have blind spots. What companies perceive as excellent service does not always line up with the reality of the customer service they are delivering
3 top priorities in banking customer service
Customers expect banks to offer an exemplary digital experience — and retain a human touch. High performers share these traits
Start providing personalized customer service
There are many upsides to personalizing your customer service, but doing so can be a tightrope walk. Here are some tips for providing personalized customer service and customer experience at scale
How is machine learning being used in customer service?
Despite it’s growing popularity, there’s still a lot of confusion concerning how machine learning fits within our current understanding of customer service
The benefits of owning your support community
The many benefits to hosting a support community include better knowledge sharing, fostering productive conversations, enabling product experts, moderating conversations, SEO, and more