Insights, trends and best practices.

The latest articles from our experts

Insights, trends and best practices.

Choice Matters: The Importance of Multi-channel Customer Service

In order to meet customer expectations, companies must provide multi channel customer service  We live in an on-demand society. We expect anything delivered any time, […]

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Deploying AI? Ask these three questions to your partner’s customer success team

Companies are adopting conversational AI chatbots to solve business needs, enhancing automated customer service, reduce customer service costs, and improve the customer experience. When researching AI […]

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A customer service crash course for eLearning companies that can turn short-term demand into a long-term boon

AI helps online learning, MOOC and learning management technology companies provide A+ support Face-to-face classes at K-12 schools, colleges and universities are cancelled. Online classes, […]

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Let AI Help When Work From Home Suddenly Becomes the Norm

To try to stop the spread of COVID-19, companies and governments are mandating people work from home. Customer service managers are navigating through a time […]

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When Should I Consider AI Customer Service for My Team

Pros and Cons of AI Adoption: The 5 biggest reasons why you can’t wait on AI A question comes up frequently as we talk to […]

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Coronavirus and Customer Service: 5 Ways to Optimize Customer Support Operations in Stressful Times

Nearly every company is experiencing some level of adversity from the Coronavirus. According to an opinion article in The New York Times, “The outbreak threatens […]

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Want to Reduce Customer Service Costs? Do these 5 things.

Customer service is a $350 billion dollar industry1. But even though companies are funneling all of this money into customer care, it still represents a […]

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New eBook: Transforming Customer Support with AI

Welcome to the Relationship Economy.  Doing business today is a lot different than it was a few years ago.  Customer service is now just as […]

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How to Write Copy for Your Conversational AI

Best Practices for Creating a Meaningful and Engaging Automated Customer Service Experience with Conversational Design Advertising copy packs a punch. Online self-help wikis and FAQs […]

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