What makes good online and in-store customer experiences? Here’s what your customers think. A majority of U.S. customers now prefer to shop online, according to a recent Capterra survey. Overall, 60% of U.S. customers who completed an online... Continue Reading
As service engagement channels proliferate, you need to know where your customers are and where they want to be. Our survey asked them. In the past year, how have your customers engaged with customer service, either yours... Continue Reading
The only thing harder than working in a call center is managing one. Insanely high standards cause stress, and can lead to massive turnover rates. Sometimes it even seems like you’re being set up to fail, like... Continue Reading
What makes a good customer experience? What makes a bad one? The results of our customer experience survey let you learn from the customers themselves. I’ve got good news and bad news for customer experience (CX) professionals. The... Continue Reading
Call centers cost money every minute your agents are taking calls—but call center software doesn’t have to cost a thing. Call centers are sites of opportunity; places where companies can solve customer problems, secure new customers, or... Continue Reading
Budget constraints preventing you from buying a help desk tool? Check out these top-rated free software options. As a customer service manager, you may be aware of the multiple benefits of help desk software. The software makes... Continue Reading
Zendesk has some great features, but it’s not suited for all businesses. Explore the top five Zendesk alternatives. Zendesk is a customer service solution that offers ticketing, omnichannel support, and customer self-service features. The tool is popular... Continue Reading
With a proliferation of customer self-service options, it can be daunting to decide which channels to adopt. Leveraging user personas can help. These days, businesses and customers are realizing the benefits of customer self-service. What began as... Continue Reading
Knowledge is power, and companies that harness their information effectively empower their customers and employees to do what they need to do. Enter knowledge management software. Gartner defines knowledge management (KM) as a discipline that promotes an integrated... Continue Reading
Top 20 reports are updated annually. This report was updated 4/23/2019. Netflix entertains us with on-demand TV at the click of a button. Amazon sends us almost anything we can think of with same-day shipping. We’ve become accustomed... Continue Reading
