customer service and support

Artificial intelligence (AI) is all the rage – and it has also become a big, baggy buzzword.  While a single term for the sake of simplifying communications is useful, it…

The goal of every organization is to help people help themselves. Service leaders want to enable self-service and increase case deflection rates as a result. However, as service leaders well…

There’s something remarkable happening, a trend that’s reshaping how and why companies do business: product democratization. A leveling of the playing field, if you will. Today, most business sectors are…

How are leading companies transforming their support organizations in order to adapt to the changing marketplace? This was the question that Coveo Senior Marketing Manager, Bonnie Chase, aimed to answer…

How do you measure something that didn’t happen? That’s the legitimate challenge many support leaders face when attempting to measure and move the needle on case deflection. What was once…

We are entering a new digital support reality. Real-time availability of the most trusted and relevant online resources is essential for customer success. Whether it’s getting help with new web…