SMS vs. In-App Service: Which is Right for You?
Mobile experiences are eating the world. Today, more than half of all web traffic comes from mobile devices. Customers increasingly turn to mobile apps, mobile messaging channels, and mobile web…
Everyone Hates Email Spam. What We Are Doing About It.
Death, taxes…email spam? Research indicates that the latter is indeed another certainty. Email spam is a huge disruptor for contact centers. In fact 50% of all emails sent are spam…
Introducing Pending Reassignment
We’re introducing a brand-new Issue status today to differentiate between new Issues and Issues that have been reopened by the end user (but that do not have a designated Assignee):…
Improve Agent Performance with CSAT score Visibility
By popular demand, we’ve added the ability for Admins, Agents and Supervisors to see Customer Satisfaction Survey results within Issue detail pages. Now when an end user completes a CSAT…
New Time Filter Function in Automations
We are introducing a new function to New Issue Automations that will benefit your regular auto-replies and/or Smart Routing rules. The Time Filter function gives you the ability to apply…