Gifts I Thought Were Cool, As A Kid

It’s that time of year again! Presents! It might surprise you (not really) that I had a really nerdy wish list as a kid. I stand by most of my requests, but there are definitely a few items from my wish list that cause me to wonder, “what was I thinking?” I’ll share this once, ...

First Impressions: Apple Business Chat

Imagine ordering a replacement credit card or changing your hotel reservation being as easy as texting your friend. That was Apple’s vision when they introduced Apple Business Chat as part of iOS 11.3, released in March 2018. If you’re an iPhone, iPad, or Mac user, Apple Business Chat brings the convenience of live chat support ...

Accelerating Feedback, Justifying Development, and Anticipating Questions with AI

Customer support is about expectations, and the expectations that customers have today were shaped by their previous experiences. No customer experience exists in a vacuum either. Expectations for all service providers are influenced by all service providers in every industry. Consumer expectations are changing all the time. As businesses scramble to get a competitive advantage ...

Giving Customers What They Want – Modernize Your IVR

Think for just a minute back to the vehicles you have driven throughout your life. How has the dashboard and basic features changed through the years? The mid-90s Ford Explorer that endured my early years of driving was exactly what you would expect from a typical mid-90s vehicle. There were heating/cooling options that were controlled ...

McDonald’s Survey: 5 Reasons I’m Not Lovin’ It!

McDonald's is the epitome of fast-food and uses a quintessential restaurant survey. That doesn't mean they got it right. I’ve served up 5 lessons for you, no purchase necessary.

Is Your Customer Experience Team Crisis-Ready?

The recent happenings between Zoho & TierraNet have reminded us that not every organization is ready for the unplanned. Zoho is an operating system for small businesses that hosts business-critical applications such as email and customer relationship management (CRM) software. Zoho, trusted by 35 million users, had utilized TierraNet as their domain registrar. In layman’s ...

GREATER Practices for Live Chat Support

Live chat support continues to grow in popularity with customers and service providers, but chat has its own nuances and challenges that make it different from other channels. Learn how to to make your chat GREATER than the competition.

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