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    Category: Customer Service

    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

    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

    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

    The Fallacy of “Listen to Your Customer”

    96% of companies think it’s important to make their customers happy. That’s probably not a surprise to you —happy customers mean less churn, more referrals and higher…… Read more “The Fallacy of “Listen to Your Customer””

    November 14, 2017December 20, 2017 by Chris

    AI for Customer Support: The Idiomatic View

    Artificial intelligence technology is about to change customer support, to the great benefit of customers and the companies that serve them. This imminent evolution presents a major…… Read more “AI for Customer Support: The Idiomatic View”

    January 31, 2017December 20, 2017 by Ariel

    Simple KPIs to Transform Your Customer Support From a Cost Center to a Strategic Asset

    Most Founders and CEOs grow a Customer Support team because they have to not because they want to. No matter how well a product is designed, customers…… Read more “Simple KPIs to Transform Your Customer Support From a Cost Center to a Strategic Asset”

    January 23, 2017December 20, 2017 by Chris

    The Key to Scaling Customer Service the Smart Way

    Before starting Idiomatic, I founded EAT Club, now the country’s largest online corporate lunch delivery company. In our first year, I personally fielded every customer service email…… Read more “The Key to Scaling Customer Service the Smart Way”

    January 17, 2017December 20, 2017 by Kevin
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