Long wait times, multiple transfers, and poor availability cause friction in your customer service experience, leading to frustration and low satisfaction. AI self-service steps in to remove these…
Customer support has undergone a profound transformation in recent years, catalyzed by the upheaval of COVID-19. What was once a traditional, human-centered process has rapidly evolved into a…
Imagine getting nearly 1,500 angry calls with customer complaints per day! It would be a nightmare. Yet, years ago, in 1985, this nightmarish situation came to life for…
Customer service ROI is a contentious issue in the corporate world. Globally, most companies relegate the customer service function to a cost center role. However, if you think…
“The best customer service is if the customer doesn’t need to call you, doesn’t need to talk to you. It just works.” This quote by Jeff Bezos emphasizes…
How many times have you been stuck on hold, waiting forever for an agent to come and hear you out? Or going back and forth with a chatbot…
Ticket Triage in Customer Support is the process that businesses use to prioritize customer inquiries. Ticket Triage helps the customer support team to manage a high volume of…
How often do you consider the distinct yet interdependent roles of your sales and support teams? Sales teams are typically laser-focused on closing deals and driving revenue. Support…
Customers eagerly wait for holiday deals to spend money on the latest products. For example, in the holiday season (Nov 1 – Dec 31) of 2023, U.S. consumers…
We’ve previously talked about how customer experience and engagement methods are changing. CX leaders must adapt to changing customer behavior (increased self-service usage, reliance on social media platforms…