Practical ways to type less, reply faster and keep your team consistent.
CX leaders are investing in voice of the customer programs, journey analytics, CRM, and customer data platforms. These customer experience trends show where budgets are going and which popular ideas are getting less attention.
Voice of Customer tools include surveys, interviews, social media monitoring, NPS, and journey mapping. Learn how to build a VoC strategy, choose the right questions, make feedback easy to give, and act on what customers say.
A voice of the customer program gathers feedback that shows how customers really feel about your products and service. Learn the benefits, from loyalty to revenue growth, and see real implementations at AIG Travel and Wyndham.
Organizational silos, company culture, outdated processes, proving ROI, and employee engagement top the customer service challenges CX leaders expect. See what senior CX survey data says about each one and why it matters.
Training new employees on TextExpander helps customer-facing hires stay on brand from their first week. Get tips for setting up Snippets for inline search, adding public Snippet Groups and templates, and using search shortcuts.
ChatGPT and TextExpander work well together in customer service: AI drafts professional replies, and reps save the best versions as Snippets. See ChatGPT's strengths and weaknesses and how to build a reusable email Snippet.
AI for customer support is drawing interest as companies look to reduce caseloads, but current tools have real limits. See why GPT-based agents remain unpredictable and why good human service still carries value.
Prospecting emails can be sent as plaintext or as rich text with HTML and hyperlinks, and each format affects deliverability and engagement. Compare the benefits and drawbacks of links and formatting in sales outreach.
Employee retention in customer service starts with knowing what each agent wants next. Meet the three types of support agents (climbers, escapees, and happy campers) and see how managers can keep each group engaged.
