Resolution time is a key metric that often serves as the dividing line between successful and unsuccessful mobile app customer service and problem resolution tactics. Long resolution times are inefficient…
To understand the current landscape of the knowledge base, we first have to remember where we came from. Early on in computing, knowledge was considered part of the app —…
Are you struggling to keep your customers in-app at their most vulnerable moments? Modern mobile customer service starts and ends with the user — how you prioritize their time, how…
I’ve been gaming for decades. On Friday nights, my co-workers and I used to take over a conference room and network four Xbox consoles together so we could all play…
Gaming companies benefited from the flood of new and returning players logging into their games throughout the pandemic. However, the biggest winners in the space didn’t just meet the increased…
The modern customer support journey puts as much emphasis on providing users with a seamless experience as it does on resolving issues quickly from a cost-saving and operational efficiency perspective….
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 to make more informed decisions…
Simple bots can be used to automate tasks, speed time to resolution, and free up agents to tackle more complex issues. However, when you step up to building custom bots,…
Depending upon your industry, it can cost as much as six times more to acquire new customers than it does to satisfy the ones you already have. That’s why businesses…
Today’s agents face unprecedented challenges. Even before recent events, they were already dealing with rising customer expectations, demands for support via new channels, and rising expectations for immediate responses. These…
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