Articles
The key differentiator of messaging — its asynchronous, turn-based nature — makes it an ideal channel for customer service and broader customer engagement.
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Technical documentation plays a larger role in the customer journey — pre and post purchase — than most businesses currently account for.
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Customer-facing platforms use analytics all the time to improve customer experiences. Why not do the same with your internal systems?
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Customer service is consistently the least valued area of a business. Why? Because businesses still do not value their customers.
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Millennials are looking for convenience, and rigid product and service verticals are failing to provide them with that.
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If a chatbot is able to provide truly useful information, people are increasingly willing to interact with them.
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A customer experience can quickly turn sour without the right support for both employee and customer.
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Satisfied customers will drive your business. Your task is to improve your customers’ experience. Here's a look at how to measure it.
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New customer support technology can help you automate and enhance your company’s support operations in a way that boosts internal efficiency and saves money.
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Don't ignore your customers. Give your customer-facing teams access to intelligent content so they can provide personalized responses to customer problems.
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Brands agree on the importance of a customer focus. So why are so many so bad at it?
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Alexa for Business's partnership with Splunk leads to all kinds of visions for the future. We spoke with industry analysts and practitioners to understand what this means for your workplace and customers
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Delivering personalized customer experiences doesn't require reinventing the wheel
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Chat bots aren’t bad news for customer service, but if you leave important human touch points entirely in the hands of AI and machine learning, problems will arise.
The biggest drop in the American Customer Satisfaction Index since the mid-90s happened between 2013 and 2015, suggesting that businesses need more
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