Why B2C Brands Need Conversational Customer Service
All enduring companies reinvent themselves over time — from IBM, which moved from a 1993 loss of $8 billion to abandoning its core business model and moving into IT and…
May Success Spotlight: Reducing Ticket Volume While Improving CX
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…
Supercharge Your Self-Service: 5 Ways to Optimize Your Knowledge Base
A robust knowledge base has many benefits. It empowers your customers to self-serve, increasing ticket deflection in the process. It educates your customers so that when they do submit tickets,…
The “My Cafe” Way: 5 Key Insights on Providing Scalable Support that Keeps Your Mobile User Base Strong
Melsoft Games’ My Cafe is a popular mobile game in which players can set up and operate their own business: an upscale cafe with highly-interactive story lines. My Cafe follows…
What to do When a Customer is Ready to Break Up With You Before a Conversation Has Even Started
As technology becomes more and more adept at ticket deflection, a crucial aspect of any customer service manager’s job is preparing agents for what to do in the event that…
3 Building Blocks Before Getting Started with AI and Chatbots
By now, you’ve heard a lot about the benefits of incorporating artificial intelligence into your customer service strategy. It’s so important to not just get caught up in the hype,…
Automation Will Supplant Globalization As The Answer To Scale
Up until very recently, the answer to the problem of scale in labor intensive industries was outsourcing. The low cost of foreign labor made sending manufacturing jobs, data-entry duties, and…
Preparing For The Post Holiday Rush: What A Culture Of Returns Means For Customer Service
A decade ago, Nordstrom was the gold standard for purchaser-friendly return policies. Customers could return items within any period of time, in any condition, with or without a receipt, and…
4 Must-Do’s for Retail Support Gearing Up for the Holidays
Autumn may have just begun, but the holiday shopping season is right around the corner. Most retailers already see the value in online sales, but it’s vital that they also…
Customer Convenience Is The Bottom Line. Here’s Why (and How).
A version of this post originally appeared on Website Magazine on June 30, 2017. Mobile-first brands understand that prioritizing customer convenience is the shortest path to increasing customer retention and…