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Welcome to our blog, where curiosity meets expertise. Here, we dive deep into the latest trends, share our professional insights, and offer practical advice to navigate the ever-evolving landscape of customer experience.
Exploring the Heart of Our Industry
Tammy McKenzie
Dec 17, 20224 min read
3 Common Mistakes Businesses Make in Their CX Strategy and How to Overcome Them
Companies from all industries are placing emphasis on customer experience for a good reason. A survey conducted by Qualtrics XM Institute...
Ana Gomez
Dec 13, 20224 min read
Customer Service Tips for Small Business
To deliver excellent customer service, small businesses need to be resourceful and strategic despite having smaller teams and fewer...
Tammy McKenzie
Dec 2, 20223 min read
Avoid These Red Flags When Outsourcing CX Support
Selecting the right customer experience (CX) support agency is crucial for your business. With so many options available, it can be...
Tamara McKenzie
Nov 20, 20222 min read
4 Key Indicators of Successful CRM Implementation
Implementing a new CRM can be a daunting task for any organization. While it's important to make the right choice when selecting a CRM,...
Ana Gomez
Nov 10, 20224 min read
The Value of Data in Support Operations
Customer support teams are responsible for a variety of tasks, such as creating help documentation, providing feedback to product teams,...
Tammy McKenzie
Nov 3, 20224 min read
Our Guide to Redesigning and Improving Your Help Center
Investing in a redesign of your knowledge base can be a smart move if the potential benefits outweigh the effort required. Here are a few...
Devon Harris
Oct 30, 20223 min read
The Importance of Hiring a CX Consultant Before Your First In-House Support Hire
Despite its importance, many businesses still do not fully understand customer experience, and few have dedicated CX managers or teams....
Ana Gomez
Oct 23, 20223 min read
3-D Secure: The Complete Breakdown for Merchants
3-D Secure is an online security protocol used in card-not-present (CNP) transactions to improve security. It was first rolled out in...
Devon Harris
Sep 14, 20226 min read
Avoiding Missed Deadlines: A Guide to Chargeback Time Limits for Merchants
Chargebacks can be a source of frustration and confusion for many merchants because each card network has its own set of rules for the...
Devon Harris
Sep 10, 20224 min read
The Future of Blockchain Marketing: Building Long-Term Relationships and Educating the Community
Blockchain technology has had a significant impact on the digital world since it was publicly released in 2008. It has revolutionized the...
Devon Harris
Aug 20, 20224 min read
How to Handle a Crisis in Support
Customer service professionals often face a surge in requests for information and cancellations from unhappy and stressed customers...
Tammy McKenzie
Aug 18, 20226 min read
Unveiling the Power of Data Stories: How to Humanize Your Data
Data stories have become a powerful tool for businesses and organizations to effectively visualize their data and tell impactful stories....
Tamara McKenzie
Aug 13, 20223 min read
The Importance of SEO in Reputation Management
If you want to improve your online reputation, Search Engine Optimization (SEO) should be a key part of your strategy. By optimizing your...
Tamara McKenzie
Jul 28, 20224 min read
Segment and Conquer: A Guide to Effectively Segmenting Your Users and Avoiding Common Pitfalls
Segmenting users is a crucial skill in business analytics. It helps analysts understand different groups within their customer base and...
Ana Gomez
Jul 17, 20223 min read
Managing and Improving Brand Perception: Strategies, Tactics, and Tools
Brand perception is determined by customers, not companies. It is what customers believe a product or service represents, based on their...
Devon Harris
Jul 14, 20222 min read
Combatting Refund Fraud: The Growing Threat to Online Retailers
In the past year, retailers have reported a rise in unexplained "Item Not Received" (INR) or "Did Not Receive" (DNR) claims. While some...
Tamara McKenzie
Jul 2, 20226 min read
Your Guide to Creating an Internal CX Newsletter
As a proactive support leader, it is important to regularly showcase the successes of your team to the rest of the company. While other...
Devon Harris
Jun 24, 20222 min read
How to Stop Cherry Picking by Your Support Agents
Are your support agents engaging in cherry-picking? If so, it's important to understand the impact this can have on customer satisfaction...
Tammy McKenzie
Jun 22, 20225 min read
Effective Strategies for Managing a Large Zendesk Account
Zendesk is a popular support platform that is used by 100,000 companies to assist their customers. It is flexible and easy to use, but it...
Tamara McKenzie
May 2, 20223 min read
Protect Your Business from Dark Web Threats: Data Security Tips for Merchants
The dark web is home to some of the world’s most dangerous hackers, drug dealers, and other cybercriminals. These hidden websites are...
Tamara McKenzie
Apr 27, 20224 min read
Know Your Synthetic Identity Fraud
Verifying the identity of existing account holders or opening new accounts is a costly responsibility for the financial industry. Without...
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