A moderate increase in customer experience generates an average revenue increase of $823 million over three years for a company with $1 billion in annual revenues. Lifetime value (LTV) is the value a business derives over time from a single customer. Churn rate is how many customers you lose in a...

Automation is the way forward for growing companies to scale personalized service, deliver answers faster, and eliminate the most pervasive pain points associated with asking a question. But the goal of automation is much smaller, much more personal than that.

Your Cheat Sheet for Effective Automation and Impressive Service

• Every problem is emotional
• Decisions are also emotional
• If your customer service interaction produces positive emotions, you have the power to generate positive decisions
• Every cu...

A study found that if your customer service interaction produces positive emotions, you have the power to generate positive decisions. If your customer service interaction produces positive emotions, you have the power to generate positive decisions. Don’t add to the customer’s pain by forcing th...

Too often, customers are passed from person to person, waiting on Helplines between each representative, giving the same information to people over and over. All of this is how customer service has earned its bad reputation.

A Freshdesk customer reported a 60% reduction in call volumes from their App users. A Proactive approach to customer support is a lot closer to customer success. But really, isn't the best customer support the kind that leads to success? If you’re using this technology for success or support or b...

Automation is at its best when it works to efficiently connect people to people, responding in context and even creating some context along the way.

Ideally, automation would collect pertinent information and pass it to the person best qualified to handle the issue — so the customer doesn’...