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We’re convinced that businesses will consider customer service to be the most strategically useful business function. Here's how we get there.
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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.
Buying an AI platform for CX analytics isn't easy. Ask these 7 questions to make an informed decision.
We address the types of NLP, what makes NLP essential for support ticket analytics, and the use cases that NLP makes available.
Customer service and retention go hand in hand. Here's how support ticket log data can help boost customer retention.
Most customer feedback channels are peppered with bias. Let's look at why insight from customer support conversations is the best retention strategy.
SentiSum's software security and data protection policies.
Ex-Revolut Customer Support Lead talks us through what to do when a user-wide server issue hits
It's customer service week, so let's have some fun at the expense of our managers and our customers.
I interviewed Sean Mckee and I was captivated by how they increased AOV with these experiments.
NLP and text mining are a natural fit. In this article, we seek to understand NLP text mining and its applications.
Text analysis automatically processes unstructured text at scale. Learn the definition and process of text analysis here
What are customer touchpoints and our 5 step guide to doing your own touchpoint analysis.
Customer support ticket analysis: Analyze customer feedback from support tickets. A complete guide with a free template to get you started.
Have you ever noticed how much customer feedback surveys suck? We think so, too. Here's how to make customer feedback surveys much, much better.
In this article we tackle the questions: What makes customer insights actionable? What are the characteristics of an actionable customer feedback survey?
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eBook: From cost centre to revenue driver
Hear industry experts from global companies discuss how to turn customer support into a department that's respected as a driver of bottom-line growth.
29 Voice of the Customer tools
Everything you need to know about voice of the customer tools and a list of the top 31 to kick off your research.
8 E-commerce Automation Tools Growing SMEs
An in-depth overview of the features, benefits and pricing for eight powerful e-commerce automation tools.
Customer Service Resources
Open positions at top companies, who to follow, and what content you should be listening to in this industry.
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