The Future of CX – Conversational Quality
For any organization to grow, they need to secure their base… and the base is built on loyal customers that produce long term value and predictability.
A Loris Look Back on 2022 and a Peek into 2023
Life moves fast in tech startup life, but even we were surprised at the rate of change and number of milestones and accomplishments achieved by our teams for our clients this year.
How to Improve Customer Service with Sentiment Detection
Do you know how your customers feel during chat and email conversations? We know that CSAT really can’t provide the full story – these surveys are usually riddled with bias, and the best response rate you can hope for is around 30%.
The State of QA in Support And What Defines Quality in CX
Whether quality is a metric or a business department—even our panelists have varying opinions—it’s important to take the time to define what it means to your organization.
Humanizing AI in CX: Using AI to Overcome Cognitive Overload
AI can help achieve tasks and growth that would otherwise be challenging. And by making humans more efficient, AI enables support teams to provide improved customer experiences.
The Customer Service Chatbot: What It Can and Can’t Do
We need to talk about something… and that something is the customer service chatbot 🤖. Chatbot customer service programs have become almost too popular to ignore….
5 Ways to Reduce Customer Churn
Companies are hyperfocused on acquiring new customers. But the truth is that acquiring new customers is significantly more expensive than retaining existing customers…
The Real Cost of Bad Conversations with Customers
Have you ever had a negative interaction with customer service? Do you steer clear of the brand that offers notoriously poor customer service and warn your friends to do the
What CX Leaders Are Asking Us: How Do We Respond to Customers Facing Long Wait Times?
We spend a lot of time talking with Customer Experience (CX) leaders about the challenges they face. Everything from scaling their teams to
How AI Can Help Your Support Teams Be More Empathetic
Last week, our CEO and Head of Product — Etie Hertz and Tadzio Smith — had the opportunity to participate in a Zendesk Startup Central event wher
What CX Leaders Are Asking Right Now
2020 has been a trying year. Everyone is worn out and patience is running thin. With e-commerce experts projecting a ‘Shippageddon’ over the holiday
