A few months back I had the opportunity to talk with over thirty Support Engineers, most working for established software companies with...

No matter how great your product is, there will be gaps between what the customer needs and what the product offers. So if you work in...

You finally have the help center you are proud of. Probably you spent months talking with the product team, reading support tickets,...

Helping the customer help himself is undoubtfully one of the most important things you can do in Customer Support. For this you need two...

In this issue, I continue my exploration of GPT3 with a deep dive into some interesting use cases of this technology in Customer Service....

This post was originally published in CustomerThink Something huge happened in the AI space this summer. A major breakthrough in the way...

This post was originally published in CustomerThink A knowledge base is a great way to help customers find the answers they need before...

There is a lot of advice for early stage SaaS startups (or any other business building a new SaaS product) on finding the right customers...

This post was originally published in CustomerThink With the advent of data-related technologies in the last decade, it has become common...

This post was originally published in CustomerThink. The act of having a natural conversation with a machine was depicted in numerous...

This post was originally published in HelpScout's blog. Consumers are buying online in greater volumes than ever. Sales are up, which is...

This post was originally published in Chatbot's Life Self-service is undoubtedly an essential part of the customer journey with clear...

In this article, we will show how to apply design thinking methodology to improve agents' workflow in your customer service organization.

The way to understand how AI automation (i.e. bot, virtual assistant) works in customer support is to look at how humans are responding.