customer-service
Guided CX Insights
Track trends, get tips, and explore new ideas in Guided CX.
Customer experience in the AI era
Customer experience (CX) is evolving at an incredible pace, and AI is at the heart of this transformation. Just look at these eye-opening numbers: The global AI in CX market is expected to skyrocket from $10.5 billion in 2023 to $76.7 billion by 2033 (market.us). 92% of companies report improved response times thanks to AI, and 83% say it's easier to address customer needs (Hubspot). With AI reshaping CX, it’s no longer a matter of if businesses should adopt it, but rather how effectively they can integrate AI with human support to create smooth, meaningful customer experiences.
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Customer Service
Top Three 2017 Customer Experience Trends You Need to Know
Customer experience trends change from year to year.
Customer Service
5 Face-On-Keyboard Moments All SaaS Customer Support Agents Can Relate To
There’s no doubt that Customer Support is a noble profession. The entire goal of SaaS Customer Support is helping people be successful, teaching them new skills, and solving their problems. When confused customers reach out with problems they can’t figure out, it feels great to turn things around and send them back with a smile.
Customer Service
How to Enhance Your Mobile Customer Experience
Remember 5-6 years ago when having a great mobile customer experience was optional? Yeah, us too. These days, a mobile experience that’s polished, intuitive, and customer-minded is essentially the bare minimum.
SaaS
Customer Service
5 Best Practices for SaaS Startups to Sustain Success
Today’s SaaS startups face so many challenges. It takes more than hard work to get a business going. Luck plays a role. Restless days. Sleepless nights. Stressful meetings. Nervous pitches.
Cobrowse
Customer Loyalty
Customer Service
4 Key Ways Visual Engagement Software Improves Business
Co-browsing and screen sharing are types of visual engagement software. they allow a customer service agent to share an online view with customers. Agents can walk customers through your website, a demo, or even though a process such as ordering or filling out a form. Agents can also highlight important links or information or even take control of the customer’s screen. And customers’ private information can be masked so they can work with confidence.
Cobrowse
Customer Service
Don’t Infuriate Customers With Bad Remote Tech Support
Ah, the joys of working with remote tech support.
Customer Service
27 Famous Customer Service Quotes You Need to Know
This guest post about customer service quotes is from Salesforce, a Glance partner.
Customer Service
Create a Soaring Customer Experience Engaging the Human Senses
When you add depth to your customer experience process, it makes everything more meaningful. The more senses you can engage, the more memorable the experience. And when you stay top of mind in your customers’ heads, they’re more likely to return for more—improving your bottom line.
Customer Service
Shifting from In-store to Online: Customer Service at its Peak
The online market is expanding exponentially, making it critical to get online customer service right. In fact, from 2013 to 2018, it’s estimated that the online market will grow an astounding 57%. The dollar growth from the actual 2014 figure of $294 billion shows a forecast of $414 billion for 2018. That’s a huge shift from in-store sales to e-retail sales.