How AI is Changing Customer Service
AI is changing customer service through virtual agents, suggested help articles, case classification, and chatbots. See how each one speeds up responses and frees human agents to handle more complex requests.
Repetition is Soul-Crushing: How to Empower Your Customer Support Team to Lead
Support teams do their best work when they can act without waiting on scripts or approvals. Learn six ways leaders can enable that, from accessible information and expert access to a self-service knowledge base.
What Are 10 Ways You Can Improve Customer Experience in 2026?
Improving customer experience turns casual buyers into loyal advocates. Work through 10 strategies, including valuing employee ideas, personalization, customer journey mapping, open-text feedback, and an omnichannel mindset.
How Employee Experience Impacts Customer Experience
Employee experience shapes the customer experience more than many teams realize. Learn what employee experience means, how engaged staff affect service quality, and why supporting your team helps customers too.
The Best Customer Satisfaction Metrics to Show Your Team’s Success
Five customer satisfaction metrics show your support team's progress over time: average resolution time, Customer Effort Score, churn rate, Net Promoter Score, and CSAT. Compare what each measures and why it matters.
How to automate support without losing the human touch
Support automation works best when it keeps people in the loop. Learn how rule-based workflows, human checkpoints, an automation journey map, and result tracking let teams respond faster without feeling robotic.
50 Customer Service Live Chat Scripts (Free Templates)
Customer service live chat scripts give your agents tested wording for greetings, holds, troubleshooting, escalations, refunds, and closings. Adapt these 50 free templates to your brand voice, then save them as TextExpander Snippets so every agent can insert them in seconds.
Master Your Social Media Customer Service Strategy — a Playbook for Success
Social media customer service helps brands support customers on the channels they already use. Set guidelines, respond quickly and personally, avoid scripts, and know when to move public conversations to private ones.
Do Your Customer Support Metrics Prioritize Connection?
Customer support metrics shape how agents treat customers. See why time to first response, first contact resolution, and average handle time can mislead, and how customer feedback and QA metrics encourage connection.