I remember the first time I had to communicate a price increase in a SaaS environment.…
Category: resources
The 7 best AI knowledge base examples from companies we love
Support leaders share the same headache — tickets keep piling up, but adding more agents isn’t…
AI for document management: What works for growing teams
As a team scales, so does its knowledge, and with it, an ever-expanding volume of documents.…
The 7 best AI knowledge base examples from companies we love
Support leaders share the same headache — tickets keep piling up, but adding more agents isn’t…
How to let customers know about a price increase (without losing them), according to pros
I remember the first time I had to communicate a price increase in a SaaS environment.…
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…
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…