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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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22 ways to optimise customer service using AI ticket tags
Use these tactics to build a customer-centric culture that puts the customer's experience first.
Imagine being able to forward an email to the head of IT that says 'you just received 200 tickets, an increase of 1000%, about a broken button in the checkout process'. It would get resolved immediately.
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 burnout is rife in contact centers. We catch up with four industry experts to tackle burnout.
We’re convinced that businesses will consider customer service to be the most strategically useful business function. Here's how we get there.
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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We interview the head of omnichannel at Three about his stories, projects, and expertise in omnichannel customer experience.
We interview the founder of contact centre workforce optimisation platform, Stella Connect, about how the pandemic is affecting every part of contact centre management.
We interview the UK Head of Customer Service about Pret's pandemic response. Pret closed 500 high street sandwhich shops overnight, losing nearly 100% of their revenue source.
We interview the Chair of the CXPA on her approach to customer journey mapping. Talking through examples and processes for touchpoint and customer journey maps.
Nicholas Zeisler is the ex-Director of CX at Hewlett-Packard and teaches us the three E's to building a customer-centric culture.
Megan Bowen is the Chief Customer Officer at Refine Labs. She worked at GrubHub during their IPO and led the merger of 5 companies into one customer experience.
Alice Godfrey is the founder of Bloomic customer support consultancy, we grill her about her experiences leading teams in healthcare and the core challenges of a scaling CS team.
Karolina Zielenow was customer support lead at Revolut and now is Head of Support at MoonPay. We dive into her experiences like hiring 100 people in a day and scaling through hypergrowth.
Augie Ray, Vice President Analyst at Gartner deep dives CXM and how companies can become truly customer focused.
We interview Sean Mckee at the end of his 20-year tenure at Schuh, one of Britain's most beloved high street retailers. We talked about his experience and learnings as the Director of eCommerce and customer experience.
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.
How to create a customer service improvement plan
We detail how to build a customer service improvement plan that improves your KPIs.
How to handle and reduce customer complaints
In this long read, you'll learn how to resolve complaints in the short-term and tackle the root cause of them in the long-term.
Best Zendesk plugins for the 21st century support team
We detail the must-have Zendesk apps and integrations that boost productivity, improve team organisation and customer satisfaction.
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