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B2C vs. B2B Customer Service: How Do They Differ?

B2C and B2B customer support often require different approaches. Here’s why they should differ and the best practices for each.

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How the Phonetic Alphabet Works in a Call Centre (Alfa, Bravo, Charlie…)

Offering quick customer service in a call centre can often become a priority that overshadows the need to provide and collect accurate information. So to bring accurate service back to the forefront, here’s how and why the phonetic alphabet can be a useful tool.

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SMS (Text Message) Customer Service: Benefits & How to Implement

With customers choosing to spend a lot of time on their phones, should businesses be taking advantage of this by introducing SMS communication in their customer service?

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How to Communicate Price Increases with Your Customers

Price increases can be a huge worry for customers. To put your customers at ease when you take the difficult decision to implement higher pricing, here are our top tips for communicating the changes effectively.

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Managing High Call Volume in a Contact or Call Centre: 7 Key Tactics

A high call volume can quickly overwhelm your agents when you’re unprepared. Here are six of our top high call volume management tactics to try.

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What is CAC? Customer Acquisition Cost Explained

What is customer acquisition cost and how can your business measure it? From understanding the formula to the costs that should be included in the calculations, here’s everything your business should know about this key metric.

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How to Build a Successful Customer Service Team: Recruitment, Training & More

Building a successful customer service team takes planning and dedication. From recruiting to training, here’s everything that customer service leaders need to think about.

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E-Commerce Returns Management: Why You Should be Automating Your Returns

Returns automation has the power to revolutionise returns management. In this guide, we’ll explore everything that e-commerce retailers should know about how to handle their returns with ease and efficiency, with the help of automation techniques.

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10 Core Principles of Customer Service: Explained

Customer service representatives should always strive to uphold the top principles of their trade and provide the best quality of service every time. From speed to accuracy, here’s the 10 core precepts of customer service and how to apply them.

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