Customer service in 2025 looks nothing like it did 10 years ago. Today, customers want instant answers and personalized attention. As a customer service manager, you’re expected to…
In 2022, Nick Mehta, the CEO of Gainsight, told McKinsey, “Every software company has a customer success program now. And it’s not just lip service anymore, where they…
Traditionally, businesses have followed a reactive approach, responding to issues only after they occur. Customer service has often been about solving problems rather than preventing them. But today’s…
AI-powered customer experience is changing the narrative of customer service as a cost center. Recent case studies show that incorporating AI agents into customer service can improve your…
Support teams sit at the center of the customer experience and often absorb the first impact of operational strain. High ticket volumes, rising customer expectations, and constant multitasking…
In today’s fast-paced digital world, your words can shape a customer’s loyalty in seconds. Whether it’s live chat, email, or voice support, the language you use directly affects…
Back before the internet made everything available, all the time, customers had lower expectations about your response time. All you had to do was give them a support…
Earlier this year, Zomato, a leading Indian food delivery company laid off 600 of its customer support staff, within just a year of hiring them. Unfortunately, they are…
In 2024, McKinsey estimated that generative AI will become a part of 50% of the existing customer operations infrastructure, resulting in over $400 billion in increased revenue. As…
In a recently leaked internal memo, Toby Lutke, the CEO of Shopify called “Reflexive AI usage” a baseline expectation at work in his company. In other words, if…