A new report from Forrester Research, How To Modernize Digital Customer Self-Service, details the importance and benefits of modernizing digital customer self-service and guides customer service leaders with recommendations and…
Chatbots today should not be conflated with chatbots of the past: the technology is more advanced and the customer experience is likewise enhanced. Historically, the opportunity cost of a poor…
Whether or not we like to admit it, Valentine’s Day is stressful. From buying gifts, to making sure they arrive at the right time, to booking reservations, to keeping track…
The holidays are notoriously the busiest, most stressful time of year for customer service teams. Not only do November, December, and January usher in a huge uptick in ticket volume,…
Whether you’re a 40 person startup or a 10,000+ person global enterprise, there are actionable steps that you can take to level up your customer service strategy — and this…
Travel during the holidays is notoriously difficult. Not only does the seasonal uptick in travel create bottlenecks and delays, but the unpredictability of the weather also exacerbates these challenges. The…
Much of our daily communication is asynchronous: we send an email in the morning and receive a reply at noon; we respond to a group text after getting home from…
Email optimization for customer service is a myth. It’s a myth that has been propagated by startups (such as Front) and incumbents (looking at you, Zendesk) for years, but the…
“Why use QuickSearch Bot?” If Helpshift Customer Success Manager Ashley Mo was an QuickSearch Bot, this would be one of her most frequently asked questions. The short answer is that…
This month’s Success Spotlight features Helpshift Customer Success Manager, Mckenna Morey, on simple ways to start adding AI and Bots into support workflows without losing the human element. 1. Why…
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