Help Scout

AUGUST 22, 2023

The terms customer service and customer experience are often confused or used interchangeably. They’re not the same thing, but they are related.

Customer Service 104

Customer Service Customer Experience Customers Article 104

2020 Research

AUGUST 22, 2023

Integrating cutting-edge techniques into your market research helps you uncover hidden connections between attention, arousal, and emotions which drive smarter business decisions. Discover how Sago Research Labs provides advanced and comprehensive qualitative solutions and neuromarketing tools to delve deeper into participants’ behavioral and emotional responses.

Presentation 88

Presentation Technology Consulting Connections 88

Help Scout

AUGUST 22, 2023

How ChatGPT — or other generative AI tools — can be used to help answer customer service queries and deliver better service. How good is ChatGPT and in what other ways could it be used in customer service situations?

Customer Service 104

Customer Service Article Customers 104

Helpware

AUGUST 22, 2023

Many gaming studios say they care about their customers, but do they? Gaming companies that build customer-centricity into their way of working can reap proven business benefits.

Customer Centricity 76

Customer Centricity Customers 76

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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

Customer Experience

Help Scout

AUGUST 22, 2023

Learn what a knowledge base is and discover how to plan, create, and deliver effective help center content to create better customer experiences.

Management 104

Management Article Customer Experience Customers 104

Help Scout

AUGUST 22, 2023

In a world where support is often thought of as a cost center, these remarkable customer service stories will remind you of its true potential.

Customer Service 104

Customer Service Article Customers 104

Forrester's Customer Insights

AUGUST 22, 2023

The industrial metaverse doesn’t exist yet, but many of its building blocks do — and already connect physical and digital experiences to deliver value in asset-intensive industries like manufacturing.

Connections 49

Connections Customers 49

Help Scout

AUGUST 22, 2023

Use this guide to train new team members, engage in role-playing exercises, or just refine your own approach to customer service scenarios.

Customer Service 80

Customer Service Article Customers Engagement 80

Forrester's Customer Insights

AUGUST 22, 2023

As security threats increase, data protection and security practices continue to merge. Data resilience firm Rubrik recently announced its acquisition of Laminar, a data security posture management (DSPM) vendor. Together, they aim to enable consistent and unified data security posture visibility that spans on-premises and cloud-based environments.

Management 49

Management 49

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom

Call Center

Help Scout

AUGUST 22, 2023

Help Scout’s Beacon gives your customers access to email and live chat support, help documentation, and proactive messaging—all right where they need it.

Customer Service 98

Customer Service Document Article Customers 98

Forrester's Customer Insights

AUGUST 22, 2023

Marketers: Re-consider your cost-saving ambitions for AI advertising content development. A U.S. District Judge affirmed the US Copyright Offices’ long-standing position of “human authorship,” ruling that AI-created art cannot be copyrighted. Judge Beryl Howell writes that U.S. copyright law does not “protect works generated by new forms of technology operating absent any guiding human hand.

Advertising 48

Advertising Technology Marketing B2C 48

Help Scout

AUGUST 22, 2023

Learn how adding live chat as a customer service channel can help you improve the customer experience, increase agent productivity, and much more.

Customer Service 75

Customer Service Article Customers Customer Experience 75

Forrester's Customer Insights

AUGUST 22, 2023

Learn how our EMEA Enterprise Architecture Award winner and finalist use outcome-driven enterprise architecture for business success.

2023 49

2023 Innovation Technology Insights 49

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The 5 Essentials of a CX-First Platform Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints?

Customer Experience

Help Scout

AUGUST 22, 2023

Discover the 12 most useful customer service phrases for improving your support conversations, and learn which 8 common phrases you should avoid.

Customer Service 104

Customer Service Article Customers 104

Forrester's Customer Insights

AUGUST 22, 2023

Learn how the technology strategy award winner and finalists drive customer-obsessed transformation with their technology strategies.

Technology 49

Technology 2023 Innovation Customers 49

Help Scout

AUGUST 22, 2023

The best customer service tips can only come from world-class teams. Here are 16 tips for delighting your customers.

Customer Service 109

Customer Service Article Customers 109

Help Scout

AUGUST 22, 2023

Here are 7 important trends that will affect your work in customer service and experience for 2023, from supply chain recovery to AI-driven productivity.

2023 100

2023 Customer Service Article Customers 100

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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

Customers

Help Scout

AUGUST 22, 2023

Discover 5 practical ways ecommerce companies can consistently deliver a better customer experience using simple help desk automations.

Customer Service 75

Customer Service Article Customers Customer Experience 75

Help Scout

AUGUST 22, 2023

Brand communities are helping companies supercharge their customer service with insights into customer needs, expectations and desires.

Customer Service 98

Customer Service Article Insights Customers 98

Help Scout

AUGUST 22, 2023

Relationship marketing is customer marketing strategy that emphasizes retention, loyalty, satisfaction, and lifetime customer value.

Marketing 98

Marketing Lifetime Customer Loyalty Article 98

Help Scout

AUGUST 22, 2023

Learn what customer service is and why it's important. Discover the 21 customer service skills every support professional needs to thrive.

Customer Service 102

Customer Service Article Customers 102

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A CX myth is something widely believed or implemented that is based on “how we’ve always done it” thinking, rather than delivering truly innovative customer experiences. What CX myths are holding organizations back from top-level customer experience performance? What can companies do to find solid ground and move forward successfully? In this guidebook, we answer those questions and more as we explore three key myths and two strategies that you can use to replace them.

Customer Experience

Help Scout

AUGUST 22, 2023

Learn what customer stickiness is and how SaaS businesses can both improve stickiness and transform it into enduring customer loyalty.

Loyalty 99

Loyalty Article Customers 99

Help Scout

AUGUST 22, 2023

The top 27 customer service books about providing better customer service and creating a customer-centered culture in your company.

Books 100

Books Customer Service Culture Article 100

Help Scout

AUGUST 22, 2023

Improve customer loyalty with this list of 16 customer retention strategies that are backed by academic research and case studies on consumer behavior.

Customer Retention 87

Customer Retention Loyalty Article Consumers 87

Help Scout

AUGUST 22, 2023

When AI can answer (some) customer questions, what is the role of humans in support? The answer is bringing human curiosity back into service.

Customer Service 90

Customer Service Article Customers 90

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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,

Measurement