The CX Investment That Never Shows Up in an ROI Model
Some customer experience work is genuinely worth doing and genuinely hard to justify with a spreadsheet. Here's how to make that case anyway.
Customer Service & Help Desk
Help desk and support software, compared.
Customer service, help desk, ticketing and customer experience software compared.
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Browse categories When the Help Center Says One Thing and the Agent Says Another
Customers lose trust fast when a help article and a live agent give conflicting answers to the same question. That contradiction is more common than teams realize.
Customer Effort Score and Satisfaction Are Measuring Different Failures
A satisfied customer can still have worked far too hard to get there. Effort and satisfaction fail independently, and tracking only one hides the other.
Designing the Experience for Customers Who Never Open a Support Ticket
Most customer experience programs are built entirely from support data. The majority of customers who never contact support are invisible to it.
The Support Call That Undoes Six Months of Good Product Experience
A well-designed product can earn a customer's trust for months, and lose a meaningful share of it in a single poorly handled support interaction.
Auto-Closing Inactive Tickets and the Point Where Convenience Becomes Neglect
Automatically closing stale tickets keeps a queue clean. Set too aggressively, it quietly tells unresolved customers the conversation is over.