Here's all our written content for CX and support leaders. You'll find guides, checklists, product updates and more.
Learn why fintech companies need to make the most of customer sentiment analysis.
Are you utilising the benefits of customer feedback? Here are 5 ways customer feedback improves customer satisfaction.
Here's how AI-based ticket triage automation reduced James Villas' first response time by 46% to key customers.
Survey analysis reports don't have to be boring. Here are 4 examples of fun ways to visualisation your survey findings.
We've partnered to bring granular CX insights from support conversations, surveys and reviews to Dixa customers.
In this article, we're highlighting just two new features, both of which improve the ease & accessibility of analytics.
We take a look at the challenges facing a scaling support team and six solution areas to focus on.
We take a look at how AI in customer service solves the problems facing scaling support teams.
Automating your ticket classification and topic tagging with machine learning is a critical step for innovative CX.
Schuh was flooded with voice of the customer data. With SentiSum's AI analytics, they made sense of it in real-time
Ticket prioritization is critical to CX. Here are 9 different ways you should prioritize customer support conversations.
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 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.
The best Zendesk apps and Zendesk integrations for the modern customer service leader.