Scaling Support

Expansions typically come with hidden costs. You may know for a fact that you need more customer service agents, but can you afford it?

How to choose the best CRM platform for your business. A Customer Relationship Management platform, or a CRM, is a place where you manage customer relationships

A talk by Dennis Owen, Group Manager Social Media for Cathay Pacific Airways, on crisis management using social media applicable to any organization.

Here is part 2 of our recap of last month’s Socialbakers Engage 2016 conference. Part 1 was about social customer care and part 2 covers social media marketing.

An insightful selection among plenty live chat solutions out there where small businesses could be happy and grow with.

Neal Taparia, founder Imagine Easy Solutions (IES), shared with us some of his key learnings about building a customer success program.

As a small player yourself, you should seek to align yourself with a provider as nimble as you are.

Only 34% of respondents stated they would be comfortable using chatbots in an online retail situation. Most customers don’t want chatbots.

Here is a summary of our key takeaways from The Empathy Engine — Turning Customer Service Into a Sustainable Advantage.”

Regardless of the path you choose, investing time into your team and ensuring they feel supported is necessary to provide support to your customers.

A recent CCW survey of customer support leaders highlighted that by 2020 artificial intelligence/chatbots will save businesses $8 billion per year.

A list of 5 important questions to ask before starting a customer service team. How do you define excellent customer service?

If your company’s marketing makes your product sound hip and your customer service emails, chats or tweets sound cold or legalistic, you’ve got a problem.

Increase conversions on Social Media like Facebook, Instagram and Twitter by 10%+ with 24/7 customer support and 70% faster responses with Chatdesk

Your company is growing and it is time to consider how much help you need. Find out the biggest questions you need to answer to determine if now is the time.

Your customers prefer getting support via text message. Here are some best practices to help them, including how to handle the images they send

Upsetting customers can be more costly than losing one sale. Here’s how to make sure you’re not damaging your reputation permanently.

How to effectively manage digital customer service, ensure happy customers and drive sales. Customer service needs to be a team sport, the best-in-class orga...