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…
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…
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…
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,…
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…
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…
Last week’s webinar week was a huge success! Customer support leaders from across the company came together with guest speakers to deliver an informative and engaging webinar series that our…
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…
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…
As summer turns to fall, online and brick mortar retailers alike gear up for the inevitable holiday shopping rush. For customer service teams, this means an influx of tickets on…
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