Collecting Feedback From Customers: A Step-By-Step Guide

Ugh, surveys… Right? You talk to customers; your support team talks to customers. You feel like...

Asynchronous vs. Synchronous Messaging: Know the Difference

Customer service has embraced messaging, and each new generation of customers prefers it more and mo...

13 Easy Ways to Build Customer Rapport with Messaging

Messaging is quick. It’s casual. It’s easy to breeze through the pleasantries and get straight t...

How to Provide Friendly Customer Service with Messaging

We frequently talk about metrics and tools and systems for providing excellent customer service. Whi...

Are You Tracking These 10 Help Desk Metrics?

Metrics are the lifeblood of help desks and contact centers. Most help desk leaders are using a vari...

7 Mistakes You’re Making in Customer Service

We hate to break it to you, but the customer experience is getting worse. Okay, maybe you already...

How to Use Live Chat Throughout Your Customer Journey

How do you connect with customers throughout their purchase journey? Are you using live chat at ever...

5 Tips to Improve E-commerce Customer Service

What do customers want from your e-commerce business? Did you think of products first? That’s a...

Do You Know Your Customer Churn Rate?

Customer churn rate is a scary metric. Left unchecked, it’s a silent business killer. It’s es...

How to Anticipate Customer Needs (With Examples)

When was the last time you heard a story about exceptional customer service? Or an innovative way a...

Drive Satisfaction and Sales with Google Business Messaging

One of the most impactful—and often overlooked—tools in customer service is...

Comparing Live Chat and Chatbots

How often do you interact with brands online? In-person? Brand interactions now happen onlin...

How to Rewire Omnichannel Service with Messaging

Omnichannel customer service is changing. It used to be about being everywhere. About co...

Your Guide to Developing a Crisis Management Plan

Unfortunately, crises can happen. We’ve seen it in our lifetime. Pandemics, wars, seve...

Business Text Messaging Statistics You Need to Know

It’s 1995. A new company named eBay just launched, along with a new media format called a DVD. The...

9 Ways to Reduce Customer Returns with Messaging

Looking into reducing customer returns? You're in the right place. And you’ve been there as a c...

6 Ways to Improve Online Retail Customer Satisfaction with Messaging

Retailers have had a tough few years. The pandemic threw businesses into a tailspin. If you’re...

How to Reduce Customer Acquisition Costs with Messaging

How do customers find your business? Does your company frequently sponsor podcasts? Do you heavil...