Consumers’ reactions after engaging with AI-powered customer chatbots are unpredictable and fuel a clear debate: AI…
Category: resources
Automated knowledge base suggestions that reduce repeat tickets for subscription businesses
Reps who have worked in high-volume support environments say that the biggest point of frustration is…
AI meets customer experience: Mapping journeys with machine learning
As a customer experience professional, I’m hyper-focused on finding ways to improve the customer journey, and…
AI meets customer experience: Mapping journeys with machine learning
As a customer experience professional, I’m hyper-focused on finding ways to improve the customer journey, and…
Tracking customer effort score improves satisfaction — why your CES matters from first touchpoint to last support ticket
Customer Effort Score (CES) has become a cornerstone for measuring friction across the customer journey. In…
How automated renewal workflows help exceed customer retention targets
Churn isn’t always about unhappy customers. Sometimes, customers leave due to changing priorities, missed touchpoints, or…
The SEO-friendly knowledge base — Why making your help pages searchable matters
An SEO knowledge base does everything a typical knowledge base does and more. It supports customers,…
The SEO-friendly knowledge base — Why making your help pages searchable matters
An SEO knowledge base does everything a typical knowledge base does and more. It supports customers,…
I tested FAQ software — here are my favorites
I’ve learned firsthand how essential effective FAQ software is for smooth business operations. I was working…
My playbook for crafting a customer experience strategy that actually works
I’ve seen it happen more times than I can count. A company launches a product with…