Strategies for providing next-generation service for today’s customers
AI & Automation 26 min watch
Our VP of AI Fergal Reid talks about the recent history of machine learning, why the direction it’s headed in is so relevant to customer service, and how AI customer service systems will need to be built.
Customer Service 15 min watch
As AI takes over more manual tasks, customer service teams have the opportunity to play a more strategic role and contribute to achieving broader business goals.
Customer Service 2 min read
Most customer service leaders are convinced that AI will help them work more efficiently, but some are still concerned about how it might affect the customer experience. Here are some tips to control how you introduce AI.
Customer Service 2 min read
In our latest “Response Time” interview, we ask John Wisnieski, Customer Success Operations Manager at ArcSite, about their greatest productivity hack, what they wish people knew about working in CS, and more.
Customer Service 36 min watch
Customers expect exceptional experiences from every business they interact with. If your service is “satisfactory,” you’ll get left behind. Shep Hyken shares findings from his latest report on how to deliver outstanding customer experiences.
Customer Service 4 min read
Laura Jolly, Lead Technical Support Engineer at Intercom, shares actionable insights from Support Driven Expo 2024. Learn how knowledge content is critical and more.
Customer Service 2 min read
It’s an exciting time to be in customer service. With AI taking over more repetitive tasks, teams have the unique opportunity to focus on what brings them joy at work.
Customer Service 3 min read
In our latest “Response Time” interview, we ask Laura Morales-Carrillo, Sr. Member Experience Manager at Maza, about the essence of great customer service, movie robot sidekicks, and more.
Customer Service 1 min read
Knowledge content is the fuel that feeds the AI beast – not just external content, but internal content too. Here’s how to get started.