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…
2024 marked a return to form for the travel and hospitality industry, with the pandemic blues finally easing away. The sector showed 4% y-o-y growth by June 2024,…
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…
A shared inbox is an email management system that allows your team to operate and answer all customer questions through a single email account. Since all customer messages…
“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…
Agentic AI is an advanced AI-powered automation tool that can perform tasks for you. LLMs like ChatGPT and Claude power these agents and can pull data and form…
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…
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…