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    Author: Chris

    Customer Behavior is Changing, So Should Your CX Strategy

    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”

    June 24, 2020 by 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”

    March 12, 2019April 1, 2020 by Chris

    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”

    January 18, 2019 by Chris

    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”

    December 12, 2018December 12, 2018 by Chris

    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.”

    November 5, 2018 by Chris

    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”

    October 4, 2018 by Chris

    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”

    August 15, 2018 by Chris

    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”

    July 9, 2018July 9, 2018 by Chris

    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”

    May 15, 2018July 9, 2018 by Chris

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