What Every Customer Service Leader Should Know About Email Management
What Every Customer Service Leader Should Know About Email Management

An effective email management strategy should be guided by a clear set of basic principles. An organization has to understand the need for an appropriate email management system to manage customer emails, be aware of the overall multi-channel nature of customer service, set internal objectives...

Fact or Fiction? Customer Abandonment is Unavoidable
Fact or Fiction? Customer Abandonment is Unavoidable

It is generally known that abandonment happens all along the customer funnel, from awareness to conversion and even service. As many companies are prioritizing digital over other channels, create a plan that addresses abandonments before they happen....

4 Reasons Why Call Centers Were Already Collapsing
4 Reasons Why Call Centers Were Already Collapsing

COVID-19 has brought the shortcomings of phone-based support to the forefront, but call centers had fundamental flaws long before these unprecedent times. Nikhil Govindaraj, VP of Product Management at goMoxie, shared four reason traditional call centers don’t work anymore, especially in our current environment....

The Curse of Clippy
The Curse of Clippy

When Microsoft first added Clippy, the legendarily annoying cartoon paperclip to Microsoft Office, its designers thought people would love the idea. Instead, we need to get better and smarter, and start leveraging the full power of AI to guide consumers while simultaneously getting out of...

4 Ways to Support Your Digital Customers As-If they Were In-Store
4 Ways to Support Your Digital Customers As-If they Were In-Store

We’re sharing our secrets on how you can use personalized engagement on your site to thrive during these times. This practical guide, with four battle-tested techniques to engage your customers, provides proactive automated guidance, and converts on average from 40% to 400% higher...

The 34 Easiest COVID-19 Customer Service Questions to Deflect Right Now
The 34 Easiest COVID-19 Customer Service Questions to Deflect Right Now

COVID-19 has disrupted your business and lives of every single customer. As we move into the “new normal,” many industries are thinking about what it means to digitally serve their customers. Discover how to help rescue your contact center from surging volume and reduced agent...