ChatGPT has already entered the product manager’s toolkit to design and implement unique user experiences. Its impact is profound – where it has also changed the job description…
According to Emarketer, the growth of new credit card accounts will slow down through 2024-2027. This comes when credit card marketing has changed to meet new customer expectations…
How many times have you been stuck on hold, waiting forever for an agent to come and hear you out? Or going back and forth with a chatbot…
Ticket Triage in Customer Support is the process that businesses use to prioritize customer inquiries. Ticket Triage helps the customer support team to manage a high volume of…
In 2016, Chris Messina noticed a pattern in high-growth Silicon Valley companies. Most companies were investing heavily in groups of messaging apps. Meta had just bought WhatsApp, and…
How often do you consider the distinct yet interdependent roles of your sales and support teams? Sales teams are typically laser-focused on closing deals and driving revenue. Support…
Customers eagerly wait for holiday deals to spend money on the latest products. For example, in the holiday season (Nov 1 – Dec 31) of 2023, U.S. consumers…
As AI chatbots become more integrated into customer service, customers can naturally have some reservations. While understandable, these fears can be barriers to fully embracing the benefits that…
Salesforce is one of the world’s leading CRM and customer service organizations. Their Knowledge Base software, available with the Salesforce Service Cloud package, is also considered one of…
This October, we worked to help you make the most of this festive season. We optimized our product to provide more value to your customer support agents and…
We’ve previously talked about how customer experience and engagement methods are changing. CX leaders must adapt to changing customer behavior (increased self-service usage, reliance on social media platforms…