This article was originally published on TotalRetail blog. The busy holiday shopping season is already upon us, bringing today’s brands an important opportunity to strengthen relationships with new...
Customer Self Service
5 Innovative Customer Service Ideas for Managers
Still getting used to leading a modern customer service team, a largely distributed workforce, adjusting to the ‘new normal’? Chances are your customer service team is too; most agents can’t just...
Too Many Support Tickets? Why Better Knowledge is Key
As your support tickets keep coming in, wouldn’t it be nice to use knowledge to deflect a few requests? It took us 20 minutes to find this post on Reddit and yet companies take years to realize that...
1 Solution to Prevent 19 Causes of Poor Customer Service
Shift starts at 9:00? Better be at my desk at 8:30 to login and reopen all of the tabs I need. Coworker needs help with a difficult issue? Thank goodness my customer seems calm and can hold for a...
How to Improve Chatbot Performance via Knowledge Management
This post was updated on May 18, 2022 to reflect industry best practices. According to a recent study, 40% of millennials claim to use chatbots on a daily basis. This astounding number highlights...
How AI Empowers Your Chatbots
Chatbots are quickly becoming an essential part of delivering customer service. According to a study by IT experts Spiceworks, up to 40% of businesses with 500 or more employees will have active...