The Second Wave of Customer Support: Workflow Automation
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
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14 Sep, 2021
The Proliferation of Content and Its Impact on Your Customers
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
What is Search as a Service and Why Should You Use it?
If you operate any type of online business, you’re always looking for ways to optimise your database for successful customer interactions. Between marketing and intelligent […]
2 Aug, 2021
Meta Tags 101: How They Work and Why They Matter
Whether you’re new to the world of Search Engine Optimisation (SEO) or well experienced, meta tags are a regular and important part of the job. […]
29 Jul, 2021
Yext Data Hub: Explore Consumer Behaviour, Search Trends Across The World
With the majority of US business locations now reopened in some capacity, the countdown is on for a full return to “normal.” Every vertical that […]
1 Jul, 2021
How our support team decreased our average customer wait time by nearly 80% — in under three months
“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
The Curious Case of Keyword Search (And What We’re Doing About It)
Quick: what’s changed in technology in the last twenty-five years? The (obvious) answer is: pretty much everything. From cell phones, to email, to that ear-splitting […]
8 Jun, 2021
Reopening Checklist: how to get ready for “Normal”
With rolling business closures still in effect around the globe, the COVID-19 pandemic is far from over. But at the same time, a majority of […]
23 Mar, 2021
Google’s Latest API Update: More Hours
On 25 February 2021, Google launched version 4.9 of its Google My Business (GMB) API. This update includes support for additional hours types. More Hours […]
3 Mar, 2021
Insights 2021: longer, complex search queries are on the rise — and brands need to be able to answer
2020 had a serious impact on our search behaviour: unsurprisingly, searches for cleaning products like Lysol and Clorox went up more than 1000% — and […]
1 Mar, 2021