As much of customer service is now conducted through live chat or social media, ensuring your teams are properly trained on best practices for written communication is paramount to your success. When ...

In 30 years as an independent consultant, I have seen so many industry ups and downs, technologies being introduced or falling out of use, predictions, acronyms, and bleeding-edge solutions.

What do companies that provide great customer communication excel at? What could companies do to enhance their digital communications? How do people like to receive account updates from businesses? To ...

Laura is a freelance writer specializing in small business, ecommerce and lifestyle content. As a small business owner, she is passionate about supporting other entrepreneurs and sharing information ...

In Aesop’s fable “The North Wind and the Sun,” the two forces of nature argue over who is stronger. To settle the debate, they test their power on a passing traveler by trying to remove his cloak. The ...

Teams across the org need to work together to make customer communication efficient and effective. In this VB Spotlight event, learn how to manage and coordinate customer comms from every department ...

Have you ever been confident in your customer service quality, only to receive feedback revealing that your customers feel otherwise? Suddenly, the top brands are doing everything right, and you’re ...