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We take a look at the challenges facing a scaling support team and six solution areas to focus on.
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We take a look at how AI in customer service solves the problems facing scaling support teams.
Automated ticket tagging is critical to uncovering granular, actionable insight from support tickets.
Schuh was flooded with voice of the customer data. With SentiSum's AI analytics, they made sense of it in real-time
In this article, we cover nine ways to prioritize customer support issues and the processes that allow you to do it.
Customer satisfaction is all about promises and expectations. This guide teaches you how to close the gap between them.
Customer review sentiment analytics in action. Lessons on how to grow brand advocates.
A complete guide to customer experience journey mapping by a senior CX leader. Lots customer journey mapping examples.
Customer service agent, Ser Antwon, draws rude customers in cartoon form. Here's 14 of our favourites.
Customer service AI's can now uncover granular, actionable customer insights in real-time. Here's 22 things that unlocks
The value of customer experience is not clear to everyone. Use these tactics to sell the value of CX and CS internally.
Customer service reporting metrics should be delivered via email, to everyone, every day. Silos don't help anybody.
Multiple customer service improvement ideas you can use to improve customer satisfaction and plan process improvement.
Customer service burnout is rife in contact centers. We catch up with four industry experts to tackle burnout.
Here is the future of customer service. We look at customer service trends, future industry direction, and more.
WhatsApp Business has 50 million users and 800% growth on Zendesk. Here's how to get more from it as a support channel.
We discuss what steps you must take to select the right AI for customer experience tool—7 questions you must ask.
Machine learning-based NLP: Learn why it's so useful for automating Zendesk's ticket tagging and categorization?
Customer service and retention go hand in hand. Here's how support ticket log data can help boost customer retention.
VoC programmes fail to properly leverage support ticket insights. Here's why customer-centric leaders must start now.
Data & security is critical to how we function. Here's our software security and data protection policies.
We detail three strategies used to reduce support tickets during a crisis that impacts every customer at once.
Clearly these customer service memes were made by pissed of customer service agents—because they are damn accurate.
Based a recent interview with the eCommerce director, we look at how Schuh increased AOV with these experiments.
NLP and text mining are a natural fit. In this article, we seek to understand NLP text mining and its applications.
Text analysis automatically processes unstructured text at scale. Learn the definition and process of text analysis here
Customer touchpoints: what are customer touchpoints and a 5 step guide to doing your own touchpoint analysis
Customer support ticket analysis: Analyze customer feedback from support tickets. A complete guide with a free template to get you started.
Have you ever noticed how much customer feedback surveys suck? We think so, too. Here's how to make customer feedback surveys much, much better.
In this article we tackle the questions: What makes customer insights actionable? What are the characteristics of an actionable customer feedback survey?
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In this episode of the SentiSum podcast we chat to Oleg Krasnov, Head of Support at hypergrowth company, Miro. Oleg gives a masterclass in why support operations are important for the fast-growth support team.
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In the last 2 years, Loom grew quickly to 10m users. In this episode, we see how Loom's customer service manage to stay efficient and customer-centric during this growth period.
In this episode, we talk to Roman Siepelmeyer about customer service outsourcing. You'll learn about the pros, risks, and exactly how to choose an outsourcing partner.
In the past year, Charlotte and her team have built a world-class, customer-obsessed customer service culture.
Teresa Anania shares best practice for Zendesk users and we deep dive the trends facing leaders in global customer support teams right now.
In this episode of the State of Customer Service podcast, we chat to CX leader, Nate Brown. He's been working closely with a Fortune 10 gaming company to help build them a best-in-class customer service experience.
Customer support professionals are increasingly moving into product management careers. Here's why the skillset matches and how you can jump into product management, too.
This week we were very excited to chat to Sham Aziz, the head of customer service at Selfridges and a 20 year veteran of the customer service profession having worked at companies like Selfridges, Ocado and Net-A-Porter as well.
In this episode of the State of Customer Service Podcast, we interviewed Adrian Swinscoe of Punk CX about a customer service improvement project.
We interview the head of omnichannel at Three about his stories, projects, and expertise in omnichannel customer experience.
We interview the founder of contact centre workforce optimisation platform, Stella Connect, about how the pandemic is affecting every part of contact centre management.
We interview the UK Head of Customer Service about Pret's pandemic response. Pret closed 500 high street sandwhich shops overnight, losing nearly 100% of their revenue source.
We interview the Chair of the CXPA on her approach to customer journey mapping. Talking through examples and processes for touchpoint and customer journey maps.
Nicholas Zeisler is the ex-Director of CX at Hewlett-Packard and teaches us the three E's to building a customer-centric culture.
Megan Bowen is the Chief Customer Officer at Refine Labs. She worked at GrubHub during their IPO and led the merger of 5 companies into one customer experience.
Alice Godfrey is the founder of Bloomic customer support consultancy, we grill her about her experiences leading teams in healthcare and the core challenges of a scaling CS team.
Karolina Zielenow was customer support lead at Revolut and now is Head of Support at MoonPay. We dive into her experiences like hiring 100 people in a day and scaling through hypergrowth.
Augie Ray, Vice President Analyst at Gartner deep dives CXM and how companies can become truly customer focused.
We interview Sean Mckee at the end of his 20-year tenure at Schuh, one of Britain's most beloved high street retailers. We talked about his experience and learnings as the Director of eCommerce and customer experience.
eBook: From cost centre to revenue driver
Hear industry experts from global companies discuss how to turn customer support into a department that's respected as a driver of bottom-line growth.
29 Voice of the Customer tools
Everything you need to know about voice of the customer tools and a list of the top 31 to kick off your research.
8 E-commerce Automation Tools Growing SMEs
An in-depth overview of the features, benefits and pricing for eight powerful e-commerce automation tools.
Customer Service Resources
Open positions at top companies, who to follow, and what content you should be listening to in this industry.
How to create a customer service improvement plan
We detail how to build a customer service improvement plan that improves your KPIs.
How to handle and reduce customer complaints
In this long read, you'll learn how to resolve complaints in the short-term and tackle the root cause of them in the long-term.
Best Zendesk plugins for the 21st century support team
We detail the must-have Zendesk apps and integrations that boost productivity, improve team organisation and customer satisfaction.
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