Ticket volume will double—or even more: Here’s how to prepare your customer service team for Black Friday 2026 and the 2027 sales. A comparison of options, a preparation plan, and KPIs.
Are "Where's my order?" inquiries overwhelming your customer service team? Here are the strategies for automating WISMO, the tools to compare, the cases to escalate, and the KPIs to track.
Are return requests overwhelming your customer service department? What can be automated, what requires a human touch, up-to-date legal requirements (including the cancellation button), and how to get started.
Preparing Customer Service for the Holidays with a Reduced Staff: What to Automate, What to Handle First, What to Escalate, and When to Ask Customers to Wait Before, During, and After the Holidays.
Support information already exists in the FAQs, as well as in thousands of resolved tickets. The challenge is no longer just to write it down; it’s about finding the right source at the right time.
Salesforce's acquisition of Fin provides an opportunity to take stock. Public facts, a simple framework for deciding whether to migrate, and criteria for evaluating alternatives for your tickets.
