Blog Post

Companies are hyperfocused on acquiring new customers. But the truth is that acquiring new customers is significantly more expensive than retaining existing customers......

When customers reach out for support, it’s safe to say they’re looking for one outcome: a fast, simple resolution. And, assuming the business in question wants to maintain the customer......

I’m thrilled to share that we’ve raised $12 million in Series A funding led by Bow Capital, with participation from ServiceNow Ventures, along with our existing investors......

Nowadays, customers expect top-tier customer service. High-quality customer experiences are table stakes today for brands of all stripes. But that doesn’t make delivering them easy. ...

Every job change is a significant decision, and in discussing my next step to join Loris as Head of Product there are three reasons why the team and the story were such a strong pull for me. ...

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...

In an on-demand world, no one wants to wait. That includes your customers. It’s why live chat is integral to a customer-centric support program for any business...

Advancements in the field of AI and Machine Learning (ML), specifically Natural Language Processing (NLP), are revolutionizing the way we live an...

For over 20 years, CCW Digital — the global online community and research hub — has brought together the customer contact community for a...

Mastery of language affords remarkable power” Frantz Fanon In 2018, Stanford conducted a study on the impact of language on gender equalit...

A colleague recently told me about a frustrating customer service experience she had with Airbnb. My colleague had rented what she believed...

Are your customers happy with their experiences to the point where they’ll choose you over your competitors? Customer satisfaction metrics like CSA...

To say that cryptocurrency has entered the mainstream should not be a shocking statement to anyone. Over the past nine months, Bitcoin, Ethereum...

As a decade, the 1930s could be considered a disaster. Between the Great Depression and the war in Europe, the decade was marked by...

The old adage of “the customer is always right” may not always hold true, but what does is the absolute need for customer empathy. The ability to listen...

Digital transformation is real. The relationship between companies and customers has changed more over the last year than arguably the 100 years...

Freshly delivers millions of meals and deals with hundreds of thousands of support questions every week. With a significant number of these requests...

We spend a lot of time talking with Customer Experience (CX) leaders about the challenges they face. Everything from scaling their teams to...

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...

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...