Is Knowledge Centered Service Right for My Organization?
Knowledge lies at the heart of every service desk. It’s how agents respond to problems and learn about the systems they administer. It’s what we pass along to customers when…
customer satisfaction
5 Steps To Improve Customer Satisfaction
Customer Satisfaction Could Make or Break Your Business With increasing evidence that customers are the backbone to any company, and the abundance of information that’s available about our very own…
Personalization at Scale With Machine Learning: The Xero Story
“I think machine learning’s the big game changer for support and the experiences that people have” – Nigel Piper When Nigel Piper, Executive General Manager, first joined Xero, the company…
The Benefits of Relevant Rich Experiences
“By 2020, 51% of consumers and 75% of business buyers expect companies to anticipate their needs and make relevant suggestions.” – Huffington Post Delivering relevant interactions is no longer optional.…
3 Critical Metrics to Improve Your Support Strategy
These days, a lot of work goes into tracking everything that’s done within an organization. From individual performance to ticket volume, pretty much every single stage of the customer support…
Digital Transformation: What is it & How To Benefit from it?
It’s a dog eat dog world in the digital world today. With new businesses rising and falling constantly, it’s hard to stand out. If you want your business to make…
To B2B or not to B2B: 3 Things Shakespeare Can Teach You About Marketing
Somewhere along the line, B2B (business-to-business) marketing focused so much on marketing towards “businesses” that they forgot about the people behind them. Business are now again realizing the value in…
5 Tips for Building a Hyper-Engaged Online Community
According to Metcalfe’s Law, the value of a network increases with the number of connected users. By the same logic, the value of an online community increases with the number…
How to Deal with Angry Customers
Nobody wants angry customers but in the era of personalization it can be hard to keep up with their ever-growing expectations. What’s a company to do? The first step to…
Customer Satisfaction is Important
Research has shown that by 2020, customer experience will be more important than price as a brand differentiator for B2B businesses. In recent years, as software companies have increasingly shifted…