Ben Goodey

Customer journey mapping: A six step guide

Ed Deason, Head of Customer Service at Pret, teaches us how to do customer journey mapping in this complete video guide.

This guy works in a call center and draws rude customers—they are hilarious

22 ways to optimise customer service using AI ticket tags

22 ways to optimise customer service using AI ticket tags

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.

8 unique customer service improvement ideas you can use 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.

+6 ways to prevent customer service burnout when your agents are ready to progress

Customer service burnout is rife in contact centers. We catch up with four industry experts to tackle burnout.

The future of customer service: Industry trends, technology and emotion

We’re convinced that businesses will consider customer service to be the most strategically useful business function. Here's how we get there.

Is WhatsApp the future of customer service?

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.

Support 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.

Three sure-fire ways to reduce support 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 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.

Two experiments that increased Schuh's basket size, conversion rates and NPS scores

I interviewed Sean Mckee and I was captivated by how they increased AOV with these experiments.

Touchpoints: Find & analyze your customer touch points

What are customer touchpoints and our 5 step guide to doing your own touchpoint analysis.