All Posts Tagged CX

Topic Results

August 22, 2023

Heap Overview and Alternatives

Looking to enhance customer experiences? Discover Heap and alternatives in DXI platforms to tailor, analyze, & optimize digital journeys.

August 21, 2023

How to identify and reduce user frustration

Frustrated users impacting your online business? Discover how to spot signs of frustration & implement 10 strategies for a seamless UX.

August 21, 2023

LuckyOrange vs. Hotjar: Product Overview And Alternatives

Choosing web monitoring tools? Discover LuckyOrange & Hotjar's differences. Also, explore Fullview as an alternative. Which suits you?

August 18, 2023

Heap vs. Pendo: Product Overview And Alternatives

Explore a detailed comparison of Heap and Pendo for powerful product analytics. Discover strengths, pricing, and an alternative option.

August 17, 2023

Mouseflow vs. Hotjar: Product Overview And Alternatives

Choosing between Hotjar and Mouseflow for session replays, heatmaps, and analytics? Here's a complete overview and the best alternative.

August 17, 2023

Heap vs. FullStory: Product Overview And Alternatives

Heap or FullStory: which is the better tool for your business? Here's a complete breakdown and the best alternative to both.

August 17, 2023

Mouseflow vs. FullStory: Product Overview And Alternatives

Confused about which tool is right for you? Here's a complete breakdown of features, user reviews, pros, cons, and costs.

July 17, 2023

7 Best Product Analytics Software Tools in 2023

What's the best product analytics tool in 2023? We've narrowed down the six best so you can find the right one for your use case.

July 14, 2023

15 ways to improve the UX of your SaaS product

Improving your UX can seem like a gargantuan task. We break it down into simple principles in this blog post.

July 13, 2023

Customer Support For Startups: 7 Tips And Strategies For Success

Setting up the perfect customer support team at your startup can feel overwhelming. Here's what you need to know to get it right.

July 3, 2023

Quantitative vs. Qualitative Data: Differences, Metrics & Tools

Confused about the differences between quantitative & qualitative data analysis? We've got you covered! Read on for metrics, methods & more.

July 3, 2023

15 Important Product Metrics You Should Track, How & Why

Confused about which product metrics are actually worth tracking? We break things down in this blog post.

June 29, 2023

How To Analyze User Behavior: Strategies & Frameworks

User behavior analysis is crucial for businesses seeking to create personalized experiences and increase sales. Here's how to get it right.

June 29, 2023

Product Management Analytics: What Is It, Anyway?

Want to make data-driven product decisions that drive results? Read on to learn more about product management analytics, tools and KPIs.

April 26, 2023

Customer Support Follow-Up: Why It's Important And How To Get It Right

Learn why customer support follow-up is so important and the right way to follow up with users.

April 26, 2023

8 Foolproof Ways To Reduce Customer Support Costs

Customer support costs going through the roof? Learn how to reduce them drastically with this guide.

April 26, 2023

Customer Service Analytics: Benefits, Types, And Software

We break down what customer service analytics is in the post, including different roles, benefits & tools you can use to optimize your setup

April 25, 2023

50 Live Chat Examples In Customer Support

Looking for live chat response examples? We've rounded up 40 of the best live chat examples for customer support teams to use!

April 24, 2023

The Best Customer Feedback Software In 2023

Find the top customer feedback solutions in 2023 that will help your business to improve overall customer experience.

April 26, 2023

What Is Customer Support Operations?

Have you considered how customer support operations is critical to the success of your business? Find out what it is and why it's essential.

April 24, 2023

Customer Support Phrases: What You Should And Shouldn’t Say

Learn what customer support phrases to use (and avoid) when communicating with customers to provide the best possible experience.

April 5, 2023

Call Recordings And GDPR: Is It Legal To Record Customer Service Calls?

Most customer support teams record customer calls for quality and training. But how can you do that while ensuring you stay compliant?

April 3, 2023

Collaborative Customer Support: Why It Matters

Nailing collaboration in customer support can deepen customer relationships, better customer success outcomes, and increase your bottom line

March 31, 2023

What Is Ticket Deflection?

Support teams deal with hundreds of incoming support tickets a day. Ticket deflection is one method to reduce your support ticket volume.

March 22, 2023

What Is Customer Support?

So what is customer support, anyway? Here's a look into what it is and how good customer support can help your business succeed.

March 21, 2023

Customer Feedback: Definitions, Best Practices, And Uses

In this article, we explore customer feedback and its definitions, best practices, and uses to help your business stand out from the crowd.

March 20, 2023

What Are Rage Clicks?

Learn everything you need to know about rage clicks, including what they are, how to identify them, and why they occur.

March 20, 2023

Customer Support Ticketing Workflows: What Is It And How Should You Optimize It?

Organizing and resolving customer support tickets can be overwhelming and tedious. Here's how a ticket workflow can help ease the strain.

March 9, 2023

Glassbox: Overview And Alternatives

Glassbox is software that helps you improve customer experience. Learn more about it and its alternatives to find the right fit.

March 1, 2023

What Is 24/7 Customer Support?

In today’s world of SaaS, consumers expect customer service at any hour. Find out whether 24/7 customer support will help your business

February 23, 2023

What Is Screen Sharing: Uses, Benefits, And Drawbacks

Screen sharing is used widely in business, but is it all it's cracked up to be? Here's the low down — and a superior alternative.

February 1, 2023

NPS Industry Benchmarks: What Is A Good Score To Aim For In 2023?

The Net Promoter Score is an important CX metric. Read on to find out what it means, its drawbacks, and what a good NPS score is in 2023.

January 31, 2023

5 Ways AI Can Improve Your Customer Experience

AI is here to stay – and tranform the world of customer support. Read more to find out 5 ways AI can improve your customer experience.

January 3, 2023

Cobrowsing In Saleforce

This is how you can initiate cobrowsing calls directly from your Salesforce Service Cloud dashboard.

January 1, 2023

5 Ways Cobrowsing Can Help You Differentiate Your Customer Support

From improving CSAT to reducing customer frustration, to increasing engagement and saving costs, cobrowsing can be a nifty little tool.

January 1, 2023

4 Reasons To Outsource Customer Support — And 3 Big Reasons Not To.

Outsourcing customer support is an increasingly common practice — but is it right for you? Read on for some important pros and cons.

January 1, 2023

Customer Churn In SaaS: What It Is And All The Different Ways To Calculate It

Customer churn is an essential SaaS metric for companies to keep track of. Here are all the different ways you can calculate it.

December 28, 2022

Best Customer Support Chatbots In 2023

From Zendesk to Intercom and beyond, here are the best chatbots in 2023 — which should you pick?

December 27, 2022

The Best Multichannel Customer Support Software In 2023

Read on to learn about the top tools for multichannel support and discover how each one can help your business succeed.

December 26, 2022

Best Customer Onboarding Software In 2023

Looking for the best Saas onboarding software? We cover the five best options for 2023 in this article, so click through to find your winner

December 26, 2022

The 6 Best Screen Sharing Software For Different Use Cases In 2023

Screen sharing software? Lots of options out there. Take a look at the 6 best ones for 2023!

December 23, 2022

Why Video-Based Customer Support Is The Future Of CX

Video-based customer support — from video conferencing to cobrowsing to session replays — is the future. Here are all the reasons why.

January 1, 2023

What Is Multichannel Customer Support And How Should You Offer It?

This article outlines the basics of multichannel customer support and how companies can offer it to customers.

April 14, 2023

What Is A Good Churn Rate For SaaS Companies?

Find out what a good churn rate looks like for SaaS companies, what causes churn and what you can do to improve your score.

December 14, 2022

How To Write A Closing Support Ticket Email (With Templates You Can Use)

Here are some closing email templates that you can use to help your customer service team wrap up their conversations. Copy, paste and send!

December 14, 2022

How To Avoid Remote Access Scams (Including One Foolproof Alternative)

Remote access scams are on the rise. Here's what your company needs to know to protect your users and your systems.

December 14, 2022

Cobrowsing For Customer Engagement: 7 Ways To Leverage It

Your customer support needs to be built around experiences that foster engagement. Here are seven ways you can use cobrowsing to do that.

November 30, 2022

The Top QA Tools For Customer Support In 2023

Looking for a quality assurance tool for your customer support team? We cover 6 of the best in this blog post.

November 30, 2022

The 5 Best Customer Support Chat Platforms For Different Use Cases In 2023

A comprehensive overview of the best customer support chat platforms in 2023, highlighting features, use cases, and integrations.

November 30, 2022

Intercom vs Zendesk: Which Is Better?

Two incredibly useful customer support software platforms — but which is the best solution for your business?

July 25, 2023

What Is Customer Experience And Why Is It Important?

Wondering what customer experience is and how it can benefit your business? This article covers everything you need to know.

November 30, 2022

What Is Customer Success?

Customer success focuses on customer satisfaction and loyalty by delivering a positive experience. Let's take a closer look at the field.

November 29, 2022

TeamViewer vs Anydesk: Which Is better?

We break down two of the most popular remote access software, TeamViewer vs. Anydesk, so you can choose the right solution for your use case

July 20, 2023

All The Different Kinds Of Customer Experience Roles Explained

Learn more about customer experience (CX) roles, titles & responsibilities — from support agents to CXOs to customer retention leads.

November 29, 2022

10 Of The Best Customer Experience Software For 2023

We've compiled a list of the top 10 customer experience software in 2023 to help you provide the best support and CX.

November 29, 2022

10 Reasons Why Customer Success Is So Important

Customer success is vital for the success of any business. Here are 10 reasons why it should be made a priority.

November 28, 2022

11 Ways Marketers And Support Teams Can Work Together To improve CX

Can marketers help support teams improve customer support? Yes, they can! Here are 11 ways they can work together to enhance CX.

November 28, 2022

Live Chat vs Phone Support: Differences And Similarities

Live chat vs. phone support statistics and benefits to help your business decide which is the best option for your customer support.

November 28, 2022

What Is Remote Customer Support?

What is remote customer support? Read on to learn more about how this new practice can help businesses provide better support to customers.

November 28, 2022

Ticket Escalation: What Is It And How To Manage It Effectively?

Learn what ticket escalation is, how it works, and best practices for managing it effectively.

November 28, 2022

The 10 Most Common Customer Support Challenges Agents Face And How To Solve Them

Want to save your agents time, money and a lot of hassle? This article outlines common customer support challenges and how to solve them.

November 24, 2022

How To Use Slack For Customer Support

While it may not be obvious at first, Slack can be turned into a powerful part of your support stack by leveraging its many integrations.

November 22, 2022

Building A Technical Support Team: The Do's And Don'ts

Learn everything you need to know about building and staffing a successful technical support team in this article.

November 22, 2022

What Are The Differences Between Customer Success And Customer Support Teams?

Which do you need: customer support or customer success? Learn more about the roles of each team and their differences in this article.

November 22, 2022

CX Stats In 2023: Average Support Tickets Per Day, Per User And Other Important Benchmarks

Read through some of the key statistics surrounding average support tickets per day, ticket volumes, and user activity.

November 20, 2022

What Is DSAT And How Does It Differ From CSAT?

Want to understand what a DSAT score is and how it differs from CSAT? We cover everything you need to know about DSAT in this article.

November 20, 2022

What Is The Difference Between Closed Tickets And Solved Tickets?

Are you confused about the difference between a solved ticket and a closed ticket in customer support? Here's how to tell which is which.

November 7, 2022

How To Measure The Success Of Your CX Team

Measuring the success of your CX team is essential to any business that wants to thrive. In this post, we tell you exactly how to do that.

February 10, 2023

Best Customer Service Software For Small Businesses In 2023

Finding the best customer service software for your small business in 2023 doesn't have to be complicated. Here's what you need to know.

November 7, 2022

Glance vs TeamViewer: Product Comparison And Alternatives

We break down Glance vs TeamViewer so you can choose the right solution for your business.

November 7, 2022

What Is First Response Time (FRT)?

Learn why first response time (FRT) is such an important metric for measuring the performance of your support team.

November 1, 2022

The Most Important CX Trends You Need To Know In 2023

From chatbots, to customer loyalty, to retention and churn rates, here are the most important CX trends to keep your eyes on in 2023.

October 31, 2022

Cobrowsing In Zendesk

See how you can cobrowse with your customers in Zendesk.

October 31, 2022

What Is Average Handle Time And Why Is It Important To Track?

Average handle time is the length of time if takes for a support agent to answer a call or email. Here's why it's such a crucial CX metric.

October 27, 2022

The Best Tools To Video Chat With Customers

Video chats are the future of customer service! Here are the best tools — from cobrowsing to conferencing — to get started.

October 27, 2022

11 Ways To Reduce Average Resolution Time

Curious about average time to resolution (ATR)? Here's everything you need to know about this crucial metric, plus tips on improving it.

October 27, 2022

How To Scale Your Customer Support

Is your customer support team feeling overwhelmed? Click through to learn how to scale your customer support and satisfy your customers.

July 19, 2023

What Is Average Resolution Time?

Curious about average time to resolution (ATR)? Here's everything you need to know about this crucial metric, plus tips on improving it.

June 28, 2023

How Much Does Customer Support Cost? Here's The Complete Breakdown And ROI.

Ever wondered about the real cost of customer support? We breakdown the cost per ticket, cost per customer, and more in this post.

October 26, 2022

FullStory vs LogRocket: Features Overview And Alternatives

FullStory and LogRocket are two popular session recording tools. In this article, we compare and contrast the two products.

October 26, 2022

SmartLook vs Hotjar: Features Overview And Alternatives

Is SmartLook or Hotjar the right tool for your business? Check out this overview of each platform — and alternatives — to help you decide.

October 25, 2022

Why To Prioritize Data First In Your CX Strategy

There are tons of things to focus on when creating a CX strategy, but data is the most important. Here are 6 reasons to prioritize it.

October 25, 2022

How To Write A CES Survey That People Will Actually Respond To

A well-crafted CES survey can boost reply rates and help you calculate your CES. Here are some examples & a Google form you can copy and use

October 24, 2022

What Is First Contact Resolution Rate And How To Calculate It

Calculating first contact resolution rate can help dramatically improve your customer service. Here's what you should know about the metric

October 24, 2022

Support Teams And Bug Reporting: Best Practices

Support teams play an essential role in bug discovery, reporting, and fixing. This article provides some best practices for bug reporting.

October 24, 2022

8 Great Use Cases And Examples Of Cobrowsing

Solve problems collaboratively and get on the same page by cobrowsing with your users. Here are 5 cobrowsing examples for CX, support & more

October 21, 2022

The 6 Best Ways To Improve Customer Relations

Wondering how to improve customer relations? Check out our top 6 tips to improve vendor and customer relations — and keep them that way.

April 14, 2023

Industry Standards For First Call Resolution Rate: What's A Good Score

What is a good first call resolution rate score? We break down industry standards you should know about in 2022. How do you measure up?

October 21, 2022

Why Proactive Customer Support Is Such A Game Changer

Implementing proactive customer support is more than just offering a new service. Click through to see how it can help your business.

October 13, 2022

How To Calculate Your CES Score (And Know If It Is Good)

The Customer effort score is one of the most crucial CX metrics to track. We've made it easy for you to measure it with this excel sheet.

September 30, 2022

Smartlook vs. FullStory: Product Overview And Alternatives

Want a powerful tool to track user behaviour and level up your support? We cover FullStory vs Smartlook vs Fullview to see which is better

September 30, 2022

Upscope: Product Overview And Alternatives

Considering Upscope for your business? Learn about Upscope's features as well as the best alternatives.

September 30, 2022

Hotjar vs. FullStory: Product Overview And Alternatives

Which session replay tool should you choose? A comparison of Hotjar vs Fullstory, with one alternative you should try for customer support.

September 30, 2022

13 Actionable Ways To Improve CSAT

If you're looking to improve your customer satisfaction scores (CSAT), here are 13 actionable ways to improve your score and keep it high.

September 29, 2022

What Is Level 2 Customer Support (With Examples)

Tier 2 customer support is the next level of support above tier 1. But what exactly does this mean? Click through to find out with examples!

September 23, 2022

All The Different Kinds Of Customer Support Roles

It's essential to understand the different customer support roles when building your team. We break down the top positions you should know.

September 23, 2022

What Is Level 1 Customer Support (With Examples)

Wondering what differentiates tier 1 customer support from the other tiers? We have all the answers (with examples of tier 1 support).

September 22, 2022

10 Steps To Develop An Effective Customer Support Strategy

A solid customer service strategy is more critical than ever in today's business landscape. Here's how to develop an effective one.

September 20, 2022

How To Calculate Net Revenue Retention Rate (NRR)

Are you looking for an easy formula to calculate your Net Revenue Retention Rate? Check out our guide to learn exactly how to calculate NRR.

September 15, 2022

40+ Auto Reply Message Examples For Customer Service And Support Teams

If you're looking for some inspiration for your business's auto-reply messages, look no further! Here are 30 great examples you can use.