I’ve learned a hard lesson in my career: hope is not a strategy. I remember standing…
Category: resources
How to calculate churn rate in 5 easy steps [definition + formula]
During an interview at TechCrunch Disrupt 2025 on Monday, Sequoia Capital managing partner Roelof Botha answered…
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…
How to request a testimonial from a client [+ email templates]
Customer testimonials are essential for establishing trust and attracting new clients.
Support tickets everywhere? Here's how D2C brands with 10,000+ tickets can unify them from email, chat, and social
Every year, customers ask more from support teams. They want quicker replies, seamless handoffs, and answers…
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…
A guide on real-time sentiment analysis for enterprise support teams
With the cost of enterprise software continuing to rise, renewal conversations have become more complicated than…
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…
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 vs. human customer service: When to use each approach
Consumers’ reactions after engaging with AI-powered customer chatbots are unpredictable and fuel a clear debate: AI…