The role of sentiment analysis in real-time agent coaching and quality assurance
Let’s be honest. For years, contact center quality assurance felt a bit like a post-mortem. You’d pull a random sample...
Customer Support
Beyond the Chat Log: Why Asynchronous Video is Your Secret Weapon for Technical Support
Let's be honest. Troubleshooting a complex technical issue over email or chat is like trying to defuse a bomb with...
Creating Accessible and Inclusive Support Experiences for Neurodiverse Customers
Think about the last time you contacted customer support. Maybe you were frustrated, in a hurry, or just needed a...
Creating and Scaling a Community-Driven Peer-to-Peer Support Model
Let’s be honest. Traditional customer support can feel… well, a bit one-sided. It’s a transaction. You have a problem, you...
Building a Proactive Customer Education Hub: Your Secret Weapon to Slash Support Tickets
Let’s be honest. Your support team is incredible. They’re heroes, putting out fires and calming frustrated customers day in and...
Leveraging Internal Knowledge Bases for External Self-Service and Deflection
Let’s be honest. Your support team is drowning in a sea of repetitive questions. And your customers? They’re stuck on...
The Unsung Engine of Growth: How Community-Led Support Scales SaaS & Dev Tools
Let’s be honest. For years, the playbook for scaling a SaaS or developer tool was pretty straightforward. Build a great...
Building a Support Framework for Hardware-as-a-Service and IoT Product Ecosystems
Let’s be honest. Selling a connected device is one thing. But supporting a living, breathing ecosystem of hardware, software, and...
Leveraging Internal Subject Matter Experts as a Scalable Support Resource
Let’s be honest. Your support team is stretched thin. New product features launch weekly, customer questions get more complex, and...
The integration of AI co-pilots for proactive support and agent augmentation
Let's be honest. Customer service can feel like a high-wire act. Agents juggle complex queries, outdated knowledge bases, and the...
