Customer service trends

The way we work is always changing—and so are customer expectations. Ditch the buzzwords and industry jargon and get back to the foundation of customer service. Check out the latest technology and trends that are creating better customer experiences.

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Diving deep into CX trends: a Q&A with Ray Wang Article

Diving deep into CX trends: a Q&A with Ray Wang

Ray Wang of Constellation Research shares actionable insights into this year's most critical customer service trends

Deep learning vs machine learning: a simple way to understand the difference Article

Deep learning vs machine learning: a simple way to understand the difference

Machine learning and deep learning - you've heard of these terms that describe artificial intelligence. Here's a simple way to understand the difference

7 ways to deliver great customer service Article

7 ways to deliver great customer service

What is good customer service? Be nice. Be quick. Be thorough. Your customers will thank you. And so will sales, marketing, and the rest of your company.

3 best practices to cultivate loyalty in customer service Article

3 best practices to cultivate loyalty in customer service

There are actionable ways to drive loyalty through your customer support. And loyalty really matters

5 benefits of using customer service chatbots with AI Article

5 benefits of using customer service chatbots with AI

Customer service bots aren't about removing human agents from the equation—they're meant to provide benefits to agents and customers alike

Expanding omnichannel support with WhatsApp Article

Expanding omnichannel support with WhatsApp

Companies that serve a global customer base are increasingly putting WhatsApp at the center of their omnichannel support programs

Is your customer support team ready for the holidays? Article

Is your customer support team ready for the holidays?

As the holidays rapidly approach, companies that want to avoid ending up on their customers’ naughty list are taking stock of their customer service and support departments in advance of the holiday rush

The difference between chat and messaging Article

The difference between chat and messaging

For support leaders focused on providing a rock-solid customer experience, it's important to know the differences between live chat and asynchronous messaging—and which one customers prefer

Messaging apps are open for business Article

Messaging apps are open for business

7 out of 10 consumers would like to message a business. Global messaging platforms have recognized the opportunity and have all opened their doors to messaging

The paradox of channel choice Article

The paradox of channel choice

It’s good to offer all support channels, but not all the time, and not everywhere

Yesterday’s extraordinary is today’s ordinary Article

Yesterday’s extraordinary is today’s ordinary

Every business needs to consider how to continuously deliver better customer experiences that can compete with…

Big expectations, small businesses: What customers want in Europe Article

Big expectations, small businesses: What customers want in Europe

Good customer service experiences can result in more business from not just that customer, but also…

5 biggest gaps in customer service for small businesses White Paper

5 biggest gaps in customer service for small businesses

The stakes are high for small businesses. Companies like Amazon and Uber have set the standard…

Values versus reality: surprising gaps in customer service Article

Values versus reality: surprising gaps in customer service

We all have blind spots. What companies perceive as excellent service does not always line up with the reality of the customer service they are delivering

Big expectations, small businesses: What customers want Article

Big expectations, small businesses: What customers want

Good customer service experiences can result in more business from not just that customer, but also…

3 top priorities in banking customer service Article

3 top priorities in banking customer service

Customers expect banks to offer an exemplary digital experience — and retain a human touch. High performers share these traits

Big expectations, small businesses: What customers want in Australia Article

Big expectations, small businesses: What customers want in Australia

Good customer service experiences can result in more business from not just that customer, but also…

Start providing personalized customer service Article

Start providing personalized customer service

There are many upsides to personalizing your customer service, but doing so can be a tightrope walk. Here are some tips for providing personalized customer service and customer experience at scale

How is machine learning being used in customer service? Article

How is machine learning being used in customer service?

Despite it’s growing popularity, there’s still a lot of confusion concerning how machine learning fits within…

The benefits of owning your support community Article

The benefits of owning your support community

The many benefits to hosting a support community include better knowledge sharing, fostering productive conversations, enabling product experts, moderating conversations, SEO, and more