It is a fact of human nature (and customer relationship management) that people are more likely to complain than they are to give praise. When… Read More »What is Customer Effort Score (CES) and How to Measure It?
For many years, companies focused on customer touchpoints to gauge customer satisfaction. In recent years, companies have seen that touchpoints do not capture the whole… Read More »What is Customer Journey and Why Is It Important?
Have you ever used email to agree on a meeting time with a group of friends? Or even worse, have you ever been in charge… Read More »5 Best Shared Inbox Tools for Customer Support
In recent years, the rise of social media put the customer in charge of the brand conversation. As e-commerce and demand for online help expands,… Read More »The Importance of Customer Self Service Portal
The 2020 shutdowns of the COVID-19 pandemic pushed people into more virtual interactions than ever before. At the same time, emotions were running high worldwide.… Read More »What Is Frictionless Customer Experience and Why Is It Important for Your Business?
In the pre-internet era business world, companies kept information in file cabinets and storage rooms. Management and employees sent memos to document directives, projects outcomes,… Read More »What is Internal Knowledge Base Software?
As more and more customer transactions occur virtually, the quality of online help desks and customer service support is becoming an essential differentiator for companies.… Read More »5 Case Studies to Improve Your Customer Service
Every eCommerce company juggles the balance of where to prioritize resources and drive revenue. Wouldn’t it be nice to know what to focus on in… Read More »5 Key Trends for ECommerce Customer Satisfaction in 2022
ECommerce is growing like wildfire, offering exciting business insights via analytics and data. Sometimes it is easy to forget that there are people on the… Read More »5 Essential Features for Customer Service Success
Telecom companies operate in one of the most competitive sectors of the marketplace. The industry has the fourth-highest churn rate, after cable, financial, and general… Read More »5 Top Customer Service KPIs for Telecom Companies
Increasingly, small and medium businesses have a ready-to-go customer experience strategy. If this is the case with you as well – don’t worry. It’s still… Read More »3 Customer Experience Trends to Watch Out For in SMBs
What is your relationship with your customers like? Do you feel like you’re losing out on sales because your customers aren’t loyal to your brand?… Read More »3 KPIs To Track if You Want to Boost Your Customer Experience