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Ben Goodey
Customer Service Researcher
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Set Up Your Ticket Assignment Process (the Best Assignment Strategies)
Your ticket assigment process should be designed around efficient, customer-centric communication. Here's how to get yours setup.
Customer Service
New in SentiSum: Customised Views and Advanced Filters
In this article, we're highlighting just two new features, both of which improve the ease & accessibility of analytics.
SentiSum Update
6 ways to scale customer service [Part 1]
We take a look at the challenges facing a scaling support team and six solution areas to focus on.
Customer Service
How AI in customer service helps you scale
In this article, we take a look at how AI can help support teams scale up fast and efficient.
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How to Automate Ticket Classification - NLP for Support Tickets
Automated ticket tagging is critical to uncovering granular, actionable insight from support tickets. In this article we cover everything you need to know about ticket tagging and the benefits of automating it.
Tagging
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How to Do a Customer Satisfaction Analysis - CSAT Analysis Guide
In this guide, we got together with six industry experts to tackle the topic of customer satisfaction. Learn the fundamentals of analytics and improving CSAT.
CSAT
5 Rules for Turning Customers Into Brand Advocates: An Analysis of 300k+ Customer Reviews
Brand advocates boost your growth exponentially. A customer who only buys from you once is valuable. But one that keeps coming back for more and brings their friends with them? That’s the dream.
Customer Experience
Customer journey mapping: A six step expert guide
Ed Deason, Head of Customer Service at Pret, teaches us how to do customer journey mapping in this complete video guide.
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6 Ways to Use AI Ticket Tags to Optimise Customer Service
6 ways to optimise customer service using AI ticket tags
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4 unique tactics to sell the value of customer service & experience internally
Use these tactics to build a customer-centric culture that puts the customer's experience first.
Customer Service
8 Unique Customer Service Improvement Ideas to Drive ROI
We take a look at various customer service improvement ideas you can use to improve customer satisfaction, plan customer service process improvement and drive growth.
Customer Service
6 Ways to Prevent Customer Service Burnout in Your Team
Customer service burnout is rife in contact centers. We catch up with four industry experts to tackle burnout.
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The Future of Customer Service: Emerging Trends & Innovations (2021-2026)
We’re convinced that businesses will consider customer service to be the most strategically useful business function. Here's how we get there.
Customer Service
Is WhatsApp the future of customer support?
WhatsApp Business has 50 million users and 800% usage growth on Zendesk. Is it the future? We consider the strengths and limitations of the service, and suggest how you can make better use of it.
Customer Service
Why customer service tickets are your most valuable insight channel
Most customer feedback channels are peppered with bias. Let's look at why insight from customer support conversations is the best retention strategy.
Tagging
3 sure-fire ways to reduce tickets during a user-wide technical failure
Ex-Revolut Customer Support Lead talks us through what to do when a user-wide server issue hits
Customer Service
Customer service memes: 26 damn relatable memes
It's customer service week, so let's have some fun at the expense of our managers and our customers.
Customer Service
