Americans quit their jobs at record rates through 2021: 4 million in April, 4.2 million in October, 4.5 million in November. All told, 47.4 million people […]
24 Feb, 2022
Your customers have a million problems — and they need your help. Okay, a “million” is an approximation. One million annual contact requests for customer support […]
8 Feb, 2022
Earlier this month, we continued our three waves of customer support series with the second wave: workflows. We explored how this wave of automation is […]
21 Sep, 2021
In August, we kicked off our series on the three waves of customer support with the first wave: task automation. We explored the various menial […]
14 Sep, 2021
For many companies, customer service is an afterthought. The focus needs to be on delivering a great product or service, but your business is made […]
13 Sep, 2021
Customers have important questions and are put off when they have to deal with being on hold for hours, waiting for the next available representative. […]
If you work in customer service, you know that time is of the essence — and every minute your customers spend waiting for help is one […]
31 Aug, 2021
We’ve all been in this situation: talking about a document, saying “oh it must be in that folder, oh wait, this email thread, or maybe […]
26 Aug, 2021
If you’re a marketer, maybe you can relate to the following situation. You’ve poured your heart and soul into a campaign: from research, ideation, creative […]
4 Aug, 2021
“Customer Success” is one of the most straightforwardly named business functions. You want your customers to succeed. Straightforward — but not always easy. When I […]
23 Jun, 2021