Articles by the contributor
Top 9 customer service trends you shouldn’t miss (2024 updated)
Customer service trends involve the ever-evolving technologies and systems that define modern-day service solutions. Explore the 9 tips to improve it.
![Omnichannel customer service: strategy & best practice guide [2024]](/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fumrbtih2%2Fproduction%2F7c25ce34cc6da3150f55050ac9623eb1686fc6b3-1080x1080.png&w=3840&q=75)
Omnichannel customer service: strategy & best practice guide [2024]
Omnichannel customer service offers support across multiple channels, unlike traditional methods focusing on just one (e.g., phone, social, email, or chat)
What is a knowledge base? How to build & manage in 2024
A knowledge base is a centralized repository where employees and customers access helpful information. It acts as a single source of truth for the product.
Customer service voice: Strategies to choose with examples
Customer service voice reflects agent's attitudes, service quality, and feelings conveyed through their words, impacting customer interactions.
Customer service professionals: key roles in 2024
Customer service representatives possess A to Z understanding of product or services & directly assist customers with inquiries, complaints and orders
The importance of customer service strategy and its benefits explained
Customer service strategy is a roadmap that defines how a company will deliver a good customer service throughout their journey, leading to satisfaction.
What is it service desk? Key components & benefits
IT service desk is a centralized hub that acts as a single point of contact (SPOC) for managing tickets and offering resolutions within the organization.
8 ways to build strong customer trust in 2024
Customer trust is the confidence and assurance customers have in a product's ability to meet needs and deliver on promises leading to long-term loyalty.
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Steps involved in Choosing the right CRM software [2024]
Check the critical factors that help you to choosing the CRM software for your business that aligns with your business needs and objectives.
What’s the difference between customer loyalty and customer retention?
Why is customer retention and customer loyalty so important? Find out in our guide to customer retention vs customer loyalty.
Automated customer engagement: Implementation, benefits, & 3 use cases
Automated customer engagement involves utilizing tech to create personalized interactions & enhance satisfaction. Learn about implementation & benefits
14 effective ways to deliver good customer service in 2024
Good customer service is a three-pronged approach. It requires swiftly addressing customer concerns, ensuring clear communication, and delivering solutions.
![What is a Customer Feedback Form? [Tip & How It Works]](/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fumrbtih2%2Fproduction%2F5bd514b692a29647c1fa1cb6bc37aee3827d059d-1200x628.webp&w=3840&q=75)
What is a Customer Feedback Form? [Tip & How It Works]
A customer feedback form is a structured method for gathering user feedback, including different types of questions to understand customer opinions.
Building customer loyalty in 2024: Strategies & measurement
Customer loyalty extends beyond the purchase; it's about trust and connection. Discover strategies to build loyalty, unlock its benefits, and measure success.
![Best Free CRM: [Analysis on Features, Pros & Cons]](/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fumrbtih2%2Fproduction%2Fe018f1669ac1dc93f5aa41e637f97ecf51957423-1200x628.webp&w=3840&q=75)
Best Free CRM: [Analysis on Features, Pros & Cons]
Explore our guide on the 10 best free CRM software systems for your business success in 2024.
![Benefits of CRM software and key takeaways [A 2024 guide]](/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fumrbtih2%2Fproduction%2Fcd6c397a81be4382c24b6424a2b6ea90cc91f94b-1080x1080.png&w=3840&q=75)
Benefits of CRM software and key takeaways [A 2024 guide]
CRM benefits include increased sales, detailed analytics, automated reports, & improved customer retention. It also helps alignment on leads and customers
Understanding customer analytics: Its uses, process, and best practices
Customer analytics involves collecting & analyzing data on how customers interact with a business to understand their wants & expectations from a business
Customer satisfaction score (CSAT): how to measure? Pros & cons
A customer satisfaction score (CSAT) measures happiness through feedback from 0% to 100%, calculated by dividing positive responses by total responses.
Chat vs. Messaging: understanding the distinction
The key difference between chat and messaging is that chat offers immediate engagement, while messaging provides a more flexible response time.
Customer Data Platform: Why It's Needed Now?
Customer Data Platform (CDP) is a software that collects, standardizes, and sorts customer data from various channels into a unified profile at a scale.
Customer analytics explained: types and implementation guide 2024
Explore the 8 types of Customer analytics that involves in analyzing customer behavior to understand individual segments and the overall customer base.
8 types of customer complaints and their resolutions
Customer complaints are negative feedback about a company’s product, service, or support. They can be submitted via surveys, emails, forums & social media
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Ticketing system explained: Everything you need to know [2024]
A ticketing system organizes customer support tasks by converting queries into tickets, helping to resolve issues. Learn its benefits along with examples.
![How to improve first reply time explained [Formulas to calculate FRT, AFRT]](/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fumrbtih2%2Fproduction%2F6dbcfa579bda0d2b930da8c0af39023a92c99ff0-1920x1222.jpg&w=3840&q=75)
How to improve first reply time explained [Formulas to calculate FRT, AFRT]
First reply time measures how long a service agent takes to respond to a customer request and it is crucial & impact in the customer experience directly.
Customer feedback: 7 ideas to turn into action
Customer feedback is essential for business success, offering insights into customer satisfaction & experiences. It build strong customer service strategy.
A guide to 5 different types of customer service
There are many different types of customer service that a business can choose from to deliver the greatest customer service experience.
What is Customer Retention? Here are 10 Tips to Use in 2024
A customer retention strategy focuses on converting buyers into repeat customers and preventing them from defecting to competitors.
Difficult customers: who are they and tips to handle them in 2024
Dealing with difficult customers is essential in customer service. Learn how to identify them early and get tips on handling them, including examples.
Customer service training to build high-performing teams
Customer service training refers to teaching agents the knowledge, skills, & competencies required to increase satisfaction. Learn how to train your team.
Angry customers: communication tips, email & live chat templates
Discover effective ways to handle angry customers with grace and turn negative experiences into positive outcomes. Free templates inside!