Your customer service team is made up of a variety of humans, each with different levels of knowledge. That comes with risk. Someone who is new or unfamiliar with a certain issue could say the wrong thing and fail to provide the solution a customer needs. For that reason, many organizations employ scripts within their call centers. Call center scripts clearly lay out what a customer service representative is supposed to say in response to a specific problem.

All our activities, online and offline, leave an almost imperceptible electronic trail. Traffic cameras “see” you cross a junction around the same time each weekday, your phone lets your favorite coffee shop know when and how long you visit through their “free” Wi-Fi. The data collected by these devices or from our interactions with others tend to end up in a data archive somewhere, unused and unanalyzed.

Wire has been carefully selected by over 550 Enterprises up to date – for its security, usability and advanced feature set. Yet, we are often competing with "shadow IT" – from politicians using Telegram or Signal to global organizations like Continental banning WhatsApp. Even in this competitive landscape, Wire comes out on top.

There’s an old saying – “the squeaky wheel gets the grease” – that sometimes rings all too true for customer support teams. When prioritizing support inquiries, there’s a hierarchy of channels. Email sits at the bottom, with response times ranging into hours or even days. Chat is somewhere in the middle, with customers expecting a response in a few minutes. Phone support sits at the very top.

And by maps, I mean the blog post below...

The all-new Freshworks Marketplace is in full swing and in case you haven’t had a look at it yet, now would be the perfect time to check it out. Over the past month, we have been steadily adding more and more intuitive and easy-to-use apps to the Freshdesk Marketplace. From an app that drastically reduces the number of tickets you encounter to an app that helps you get up to date on the latest data protection and privacy protocol, we have you covered.

Artificial Intelligence (AI) has amazing potential to drive customer loyalty. Customer loyalty is a huge priority for most businesses. It’s one of the key facets of customer retention, as it reduces customer churn. Reducing churn is desirable since it typically costs four times more to gain a new customer than to keep hold of an existing customer. You also have a 70% probability of making a sale to an existing customer, versus 20% to a new customer.

Riot Web 1.2 has landed today, featuring all new emoji as we switch from emojione to twemoji.

Last year our friends at Zendesk launched The Zendesk Suite — a one-stop solution for companies looking to provide amazing omnichannel customer service across email, phone and live chat.

Customers expect a personalized experience from your company. And when they don’t receive it, roughly 71% of customers1 will express frustration with your business. So how do you create personalized offers that wow your customers and lead to improved customer loyalty and greater sales? By tapping into powerful customer service analytics. Advanced analytics allow you to gather more valuable customer information.