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Digital customer service simply means meeting the needs of your customers through digital channels such as email, text messaging, chat, and social media messaging. Although it’s differentiated from traditional phone-based customer service, today, technologies like Helpshift exist to enable the integration of digital customer service with voice calls. Why Does Digital Customer Service Matter? Whenever possible, customers prefer to handle…

Escalation management is a process put in place to deal with incidents and problem management within a system, ensuring problems get resolved and issues are addressed at the right level. Typically, an organization will have a set of procedures in place to deal with escalation management under a variety of circumstances. What is an escalation? …

In-app messaging is a type of native, mobile messaging that occurs right within an app. Different than push notifications, which are only one way communication, in-app messaging is conversational. What Is the Difference Between In-App Messaging and Push Notifications? Typically, when users install an app, they opt in (or don’t) to push notifications. Push notifications are often used by brands…

IVR stands for interactive voice response. IVR is a technology that allows incoming callers to self-navigate a phone system with automated prompts. Some IVRs work by way of dual-tone multi-frequency (DTMF) tones from traditional telephony, while others use voice recognition and artificial intelligence (AI) to route callers.  Why is IVR important to Customer Service? IVRs have long been used to help customers find information,…

Knowledge Management describes the methodology and tools used to manage the handling of information with an organization. It’s the systematic management of all knowledge assets.  Gartner’s often widely accepted definition of knowledge management is: “a discipline that promotes an integrated approach to identifying, capturing, evaluating, retrieving, and sharing all of an enterprise’s information assets. These assets may include databases,…

Time to resolution is an average of the amount of time it takes a customer service organization to resolve a customer service issue, case, or ticket once it’s been opened. Time to resolution is also called mean time to resolution (MTTR) and resolution time. Typically, this metric is measured in business hours — not clock hours — to compensate for customer service organization down time….

SDK stands for “software development kit,” and is a set of tools that allow software developers to create their own custom applications built on a company’s base technology. The custom applications might contain advanced functionality, white-label branding, or platform-specific app functionality. Unlike an API (application programming interface), which is basically a simple interface that connects two…

A service-level agreement is a formal contract between a service provider and a customer. It lays out the various aspects of the service the customer can and cannot expect, and what the responsibilities of the service provider are. Service-level agreements detail for the customer what to expect from a service provider, in particular in terms of support. Service-level agreements are also…

First contact resolution rate (FCR) is a critical customer service metric that measures the number of customer contacts that are resolved on the first interaction with the customer. If a customer’s issue can be resolved on the first contact, it eliminates the need for either the agent or the customer to follow up. Why Does…