Real-Time Collaboration: The Secret Weapon for Next-Level Customer Service
Imagine this: your customer is trying to navigate a confusing payment portal. You’ve sent them the instructions. They’ve tried. And failed. You’ve re-explained. They’re frustrated. You’re frustrated. The clock is ticking, and satisfaction is sinking. Now imagine...
The Subscription That Wouldn’t Die
It started innocently enough, a mysterious $12.99 charge on my credit card labeled “Monthly Premium Access.” Premium access to what? I hadn’t knowingly “accessed” anything in months, unless you count repeatedly hitting “remind me tomorrow” on software updates. After a...
Self-Service 2025 Trends in Customer Support
Customers increasingly prefer to solve their own problems without ever talking to a customer service representative. In fact, 67% of people would rather use self-service options than reach out to a support agent. This shift isn’t just a trend, it’s a growing...
The Little Things That Make a Big Impression
As someone who travels frequently—and teaches customer service for a living—I’m always paying attention to how service is delivered. Not just the what, but the how. And on a recent visit to The Whitley, a Luxury Collection Hotel, I experienced something refreshingly...