Our Library

Here you'll find all our how-to guides, podcasts, interviews and detailed tutorials with industry practitioners and industry experts alike.

Scaling Support

Product feedback loop

How AI in customer service helps fast-growing companies scale

Scaling Support

AI customer service

How to outsource customer service as you scale

Scaling Support

CSAT Cover Art

How Loom reduced their contact rate

Ed Deason Cover Art

How to do customer journey mapping with Ed Deason, Head of Customer service at Pret A Manger

AI customer service

22 ways to use AI ticket tags to optimise customer service

Community; CSAT

CSAT Cover Art

Customer satisfaction: Understand, measure, and improve | Complete guide

Screenshot of schuh homepage

How award-winning retailer, Schuh, uses AI analytics to make sense of large volumes of VoC data in seconds

Interview with Bronte Coyne, Global Senior Customer Experience Manager at Unity

Scaling customer support in a growing business

eBook Cover Art

Support-driven growth: 8 industry experts teach how to drive growth from the contact centre

Actionable strategies and tactics for creating wonderful customer experiences

🤝 A "little gem" for CX & Support Leaders
📈 A new podcast & insight article each week
💕 1,783 industry professionals

All articles →

Actionable customer insight

What are actionable customer insights?

Customer service burnout

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

customer retention

How insights can solve the retention problem in D2C meal kit delivery companies

manual ticket analytics

How to manually analyze customer support tickets

AI buying guide

How to buy an AI platform for customer experience analytics

Zendesk insights

Zendesk support ticket tagging: Why NLP is so powerful

All podcasts →

Interview with Bronte Coyne, Global Senior Customer Experience Manager at Unity

Interview with Bronte Coyne, Global Senior Customer Experience Manager at Unity

Episode 45

Interview with Shannon Johnson, Director of Customer Support at Sprout Social

Interview with Shannon Johnson, Director of Customer Support at Sprout Social

Episode 44

Interview with Clemens Behrend, ex-Global Director of Customer Support at Bitpanda

Interview with Clemens Behrend, ex-Global Director of Customer Support at Bitpanda

Episode 43

All interviews →

An interview with Katie Stabler CCXP, Director of Customer Experience

An interview with Katie Stabler CCXP, Director of Customer Experience

An interview with Nicholas Zeisler CCXP, Founder of Zeisler Consulting

An interview with Nicholas Zeisler CCXP, Founder of Zeisler Consulting

An interview with Angela Guedes, Head of Customer Engagement at Typeform

An interview with Angela Guedes, Head of Customer Engagement at Typeform

An interview with Queen Joseph, Founder, Customer Success & Support Ops

An interview with Queen Joseph, Founder, Customer Success & Support Ops

Support Insights Articles →

How language improves customer service

How language improves customer service

How to create a customer-centric culture

How to create a customer-centric culture

Best practice for building a tagging taxonomy

Best practice for building a tagging taxonomy

All guides →

Customer complaints

How to handle and reduce customer complaints

Sentiment analytics

AI customer service

Customer sentiment analysis: Improve satisfaction with feedback

CSAT Cover Art

Customer service improvement: Planning & Ideas

Actionable strategies and tactics for creating wonderful customer experiences

🤝 A "little gem" for CX & Support Leaders
📈 A new podcast & insight article each week
💕 1,783 industry professionals

Product demo Support ticket insights Pricing