About 90 days ago I was on a monthly zoom call with colleagues (California had sheltered-in-place already). On this call, we took a straw poll to see…… Read more “Customer Behavior is Changing, So Should Your CX Strategy”
Author: Chris
Overcoming Product’s Objections to Customer Feedback
Product managers are taught to say no. They are constantly inundated with requests from sales, executives, customers and the market. Developing an effective product strategy means saying no more…… Read more “Overcoming Product’s Objections to Customer Feedback”
Why Tag? How to Tame the Support Inbox Using Categorization
As the command center for all customer support operations, the help desk plays a huge role in sourcing substantial information about your customers. Each bug report, customer…… Read more “Why Tag? How to Tame the Support Inbox Using Categorization”
Humans in the Loop: How Humans and AI are Shaping the Future of Customer Support Together
Author: Nykki Yeager is a customer-centric consultant who writes about customer support, customer success, and management. Artificial intelligence has captured our imaginations for years, at least as…… Read more “Humans in the Loop: How Humans and AI are Shaping the Future of Customer Support Together”
Customer Sentiment Is A Customer Heartbeat.
For most people, the word “sentiment” usually conjures the image of a gift card. Maybe you picture ‘Thoughts and Well Wishes!’ written above a picture of a…… Read more “Customer Sentiment Is A Customer Heartbeat.”
Exciting Updates to the Idiomatic Platform
Idiomatic is committed to helping teams better understand customer feedback. Of course this means we’ve also been collecting feedback ourselves! With this major update, clients will see…… Read more “Exciting Updates to the Idiomatic Platform”
Putting Out Fires Before They Spread: Using AI To Improve Incident Response
It’s 2 o’clock on a Tuesday when a support ticket comes into your help desk reporting unusual site behavior. A Tier 1 customer support agent tests the…… Read more “Putting Out Fires Before They Spread: Using AI To Improve Incident Response”
Maintaining Customer Obsession in the Face of Massive Scaling
The first support agent at your company knew most customers on a first name basis. They knew the history of every product change. The voice of the…… Read more “Maintaining Customer Obsession in the Face of Massive Scaling”
Why your Customer Support Team should really be a Customer Experience Team
86% of customers say they will pay more for a better customer experience. As customers ourselves, this makes sense intuitively. I will happily pay a premium for…… Read more “Why your Customer Support Team should really be a Customer Experience Team”
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