More than a customer support platform, we’re a platform of shared knowledge and constant evolution
Evolution is never one-sided. That’s precisely why we strongly believe in informational exchange, in people who are always thirsty for the latest updates and ongoing trends.
So, we’ve created this blog as a learning platform, hoping that someday it will grow into a flourishing community. We’ve gathered some valuable resources, such as insightful articles, interviews, videos, and updates, so you can always be one step ahead of the market.
Think of us as a helpdesk software with benefits. Ready to plug into the future?
READ OUR STORIES
Research and Trends
The Evolution of Customer Support Technology: From call centers to AI
The journey of customer support technology began with the dependable, yet limited, call center. As discussions about the historical development of this field highlight, the rise of the Industrial Revolution necessitated a more structured approach to customer service.
Customer Support
Voice vs. Text in Customer Support Service: Choosing the right medium for your audience
As customer support service continues to undergo significant transformation, businesses must cater to a diverse range of communication preferences. While traditional phone calls have long been the cornerstone of support, text-based options like chat and messaging are rapidly gaining traction.
Customer Experience
Customer Effort Score (CES): Simplifying the support experience
Customer Effort Score (CES): by streamlining the support experience, you boost satisfaction, loyalty, and ultimately, your business's success.
Customer Experience
The Role of Soft Skills in Customer Support: Training for Empathy and Communication
Technical knowledge is a cornerstone of customer support, but there's another, often underestimated, set of tools: soft skills for customer support. These interpersonal abilities are the foundation for positive customer interactions, leading to the ultimate goals – satisfaction and loyalty.
Customer Experience
The Importance of Tone in Written Support: Crafting Effective Communication
Imagine this: a customer reaches out, frustrated with a technical issue. They're met with a robotic response that feels cold and dismissive. Disappointing, right? Now, picture a different scenario. A support agent acknowledges their concern, uses friendly language, and guides them towards a solution. A world of difference, wouldn't you agree? That's the power of tone in customer support. It's the magic ingredient that transforms interactions from frustrating to friendly, and impersonal to impactful.
Customer Experience
The Role of UX in Customer Support: Enhancing user experiences
The role of User Experience (UX) in customer support is pivotal, especially with the integration of advanced technologies like AI. Companies are transforming their support platforms into seamless, intuitive, and highly efficient systems.
Customer Support
Customer Support Strategies for High-Volume Periods: Managing Peaks Effectively
Managing customer support during high-volume periods is crucial for maintaining customer satisfaction and loyalty. Effective customer support strategies can make the difference between a seamless customer experience and a chaotic one.
Customer Support
Reducing Customer Support Costs: Efficiency without Sacrificing Quality
Businesses are increasingly adopting innovative approaches to streamline customer support processes and deliver timely solutions and reduce customer service costs.
Customer Support
AI Customer Support vs. Human Support: Finding the right balance
Customer support has become a crucial element for businesses aiming to enhance customer satisfaction and loyalty. Integrating AI into customer support operations offers several advantages, particularly in handling routine inquiries and FAQs. However, human support still holds significant value, especially in complex or emotional situations. Finding the right balance between AI and human agents is key to optimizing overall support efficiency.
