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Customer Success Spotlight: Best Practices for Supporting Mobile Games

Customer Success Spotlight: Best Practices for Supporting Mobile Games

The Customer Success Spotlight is a monthly blog post offering industry insights, best practices, and benchmarks for customer service professionals based on commonly asked questions. This month we sat down…

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Why In-App Feedback Matters More than You Think

Why In-App Feedback Matters More than You Think

To understand why in-app feedback is important to your customer service, consider this factor: An infamous 2015 Microsoft study found that the average modern human has about an eight-second attention…

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4 Tactics for Great Customer Service Responses in Mobile Gaming

4 Tactics for Great Customer Service Responses in Mobile Gaming

Exceeding player expectations when it comes to customer service is far easier said than done. It’s oftentimes difficult to understand the request, let alone adequately resolve it. This makes crafting…

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Ticket Deflection 101: How A Knowledge Base Will Save You Money

Ticket Deflection 101: How A Knowledge Base Will Save You Money

Congratulations, you have a lot of support tickets! Tons of users asking for help with your mobile app is a complicated feeling. It’s a sign of your app’s success. However,…

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Why App Deep Linking is What Marketing Needs

Why App Deep Linking is What Marketing Needs

Mobile marketing isn’t about banner ads anymore. Whether it’s the fact that 41% of young customers use Adblock technology, or that only 52% of customers allow Push Messages, people are…

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The Three E’s of Online Customer Service

The Three E’s of Online Customer Service

An effective customer service strategy needs to keep these three criteria at its core: Ease Efficiency Emotion If your support is easy to access, efficiently answers questions, and effectively conveys…

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4 Tips For Creating a Proactive Engagement Strategy That Won’t Pester Your Customers

4 Tips For Creating a Proactive Engagement Strategy That Won’t Pester Your Customers

Proactive engagement is an essential part of the customer experience. Reaching out to customers at just the right moment can make them feel appreciated, drive customer loyalty, reduce churn and…

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Omnichannel vs. Multichannel Customer Service: What’s the Difference?

Omnichannel vs. Multichannel Customer Service: What’s the Difference?

IDC has estimated that 50 percent of retailers have adopted a retail omnichannel commerce platform by now. Doing so has benefitted them on the revenue front, which is why Forrester…

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Enhance Your Customer Experience Strategy Via Digital-First Customer Service

Enhance Your Customer Experience Strategy Via Digital-First Customer Service

By 2020, customer experience is expected to overtake price and product as the key brand differentiator—and customer service is the number one factor in that experience. Today’s consumers are proving…

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Why the ‘Tech’ in Fintech Needs to Extend to Customer Service

Why the ‘Tech’ in Fintech Needs to Extend to Customer Service

The fintech market is highly skewed toward young, digital-natives. Roughly one in four consumers between the ages of 25 and 34 has used at least two fintech products in the…

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