Customer Service Trends & Insights

Customer Service Operations


To truly understand the modern consumer, consider these questions: If you find yourself expecting rapid resolutions, you indeed epitomize the modern consumer. To meet these

The Future of Customer ServiceFintechGamingOperational EfficiencySelf-Service


Data democratization is the practice of ungating access to data within an organization and empowering even those with no technical know-how to easily use it

GamingOperational Efficiency


You can’t have a successful game without an equally successful customer support strategy. And, unfortunately, player support teams are sometimes surprised by the costs associated

GeneralOperational EfficiencyThe Future of 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

Operational Efficiency


One of the secret weapons of the best customer service organizations is simple: knowledge. Knowledge management tools arm your human agents, your QuickSearch Bots, and

GeneralMobile SupportOperational EfficiencyThe Future of Customer Service


More than a decade ago, live chat emerged as a key customer service channel and proved to be a game changer for B2C brands. When

GeneralOperational EfficiencySelf-ServiceThe Future of Customer Service


Routing customers to the right agent is important for both the brand and the customer: it ensures that customers don’t have to be transferred from

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