Oct 7
11 min

Deconstructing the technical stack of a modern SaaS product

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...

4 viewsWrite a comment

A gentle introduction to Statistics on CX data

Sorin Alupoaie

Sep 18
7 min

A gentle introduction to Statistics on CX data

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

20 viewsWrite a comment

GPT-3 and the (unhyped) future of AI in Customer Support

Sorin Alupoaie

Aug 28
9 min

GPT-3 and the (unhyped) future of AI in Customer Support

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

28 viewsWrite a comment

5 Practical Ways to Automate Ecommerce Customer Service

Sorin Alupoaie

Aug 4
5 min

5 Practical Ways to Automate Ecommerce Customer Service

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

5 viewsWrite a comment

How to deflect customer support tickets with Zendesk and Dialogflow AI

Sorin Alupoaie

Jul 18
13 min

How to deflect customer support tickets with Zendesk and Dialogflow AI

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

48 viewsWrite a comment

How to improve agents experience using design thinking

Sorin Alupoaie

Jun 5
6 min

How to improve agents experience using design thinking

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

104 viewsWrite a comment

Demystifying AI automation for customer support

Sorin Alupoaie

May 28
8 min

Demystifying AI automation for customer support

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

171 viewsWrite a comment

{"items":["5f7dc578c8141900181d700a","5f64a19d1dfa5900173c5252","5f48df04f43fb90017b04ae0","5f2938ad671bc400171f2451","5f22afc841a562001715fe95","5eda11e16fe9250017ad7460","5ed631a66233c500177f835f"],"styles":{"galleryType":"Columns","groupSize":1,"showArrows":true,"cubeImages":true,"cubeType":"fill","cubeRatio":1.3333333333333333,"isVertical":true,"gallerySize":940,"collageAmount":0,"collageDensity":0,"groupTypes":"1","oneRow":false,"imageMargin":16,"galleryMargin":0,"floatingImages":0,"chooseBestGroup":true,"smartCrop":false,"hasThumbnails":false,"enableScroll":true,"isGrid":true,"isSlider":false,"isColumns":false,"isSlideshow":false,"cropOnlyFill":false,"fixedColumns":1,"enableInfiniteScroll":true,"isRTL":false,"minItemSize":50,"rotatingGroupTypes":"","rotatingCubeRatio":"","gallerySliderImageRatio":1.7777777777777777,"numberOfImagesPerRow":1,"numberOfImagesPerCol":1,"groupsPerStrip":0,"borderRadius":0,"boxShadow":0,"gridStyle":1,"mobilePanorama":false,"placeGroupsLtr":false,"viewMode":"preview","thumbnailSpacings":4,"galleryThumbnailsAlignment":"bottom","isMasonry":false,"isAutoSlideshow":false,"slideshowLoop":false,"autoSlideshowInterval":4,"useCustomButton":false,"bottomInfoHeight":0,"titlePlacement":"SHOW_ON_THE_RIGHT","galleryHorizontalAlign":"center","galleryTextAlign":"center","galleryVerticalAlign":"center","scrollSnap":false,"itemClick":"expand","fullscreen":true,"allowSocial":true,"allowDownload":false,"allowTitle":true,"allowDescription":false,"loveButton":true,"loveCounter":false,"videoPlay":"hover","scrollAnimation":"NO_EFFECT","scrollDirection":0,"overlayAnimation":"FADE_IN","arrowsPosition":0,"arrowsSize":23,"watermarkOpacity":40,"watermarkSize":40,"useWatermark":true,"watermarkDock":{"top":"auto","left":"auto","right":0,"bottom":0,"transform":"translate3d(0,0,0)"},"loadMoreAmount":"all","defaultShowInfoExpand":1,"allowTitleExpand":true,"allowDescriptionExpand":true,"allowLinkExpand":true,"expandInfoPosition":0,"allowFullscreenExpand":true,"fullscreenLoop":false,"galleryAlignExpand":"left","addToCartBorderWidth":1,"addToCartButtonText":"","slideshowInfoSize":200,"playButtonForAutoSlideShow":false,"allowSlideshowCounter":false,"hoveringBehaviour":"NEVER_SHOW","thumbnailSize":120,"magicLayoutSeed":1,"imageHoverAnimation":"NO_EFFECT","calculateTextBoxHeightMode":"AUTOMATIC","calculateTextBoxWidthMode":"PERCENT","textBoxHeight":0,"textBoxWidth":200,"textBoxWidthPercent":50,"textImageSpace":10,"textBoxBorderRadius":0,"textBoxBorderWidth":0,"textsVerticalPadding":0,"textsHorizontalPadding":-30,"titleDescriptionSpace":6,"customButtonText":"","customButtonBorderWidth":1,"customButtonBorderRadius":0,"loadMoreButtonText":"","loadMoreButtonBorderWidth":1,"loadMoreButtonBorderRadius":0,"imageInfoType":"ATTACHED_BACKGROUND","itemBorderWidth":1,"itemBorderRadius":0,"itemEnableShadow":false,"itemShadowBlur":20,"itemShadowDirection":135,"itemShadowSize":10,"imageLoadingMode":"BLUR","expandAnimation":"NO_EFFECT","imageQuality":90,"usmToggle":false,"usm_a":0,"usm_r":0,"usm_t":0,"videoSound":false,"videoSpeed":"1","videoLoop":true,"gallerySizeType":"px","gallerySizePx":940,"allowContextMenu":true,"itemBorderColor":{"themeName":"color_12","value":"rgba(191,191,191,0.5)"},"galleryLayout":2,"modifiedGallerySize":true,"selectedLayout":"2|bottom|1|fill|true|0|true","layoutsVersion":2,"selectedLayoutV2":2,"isSlideshowFont":false,"externalInfoHeight":0,"externalInfoWidth":0.5},"container":{"width":940,"galleryWidth":972,"galleryHeight":1440,"scrollBase":0,"height":null}}

Start your week with great quality articles on customer support

Thanks for submitting!