In the last months we’ve been working on a few things we know you’ll love. This is the first of many summaries in which we will share the shiniest new features, improvements and general updates.

The internet gives brands a unique customer service opportunity that didn’t exist even a few years ago. Now, brands can directly communicate with customers, and customers can share stories about brands with just a few clicks. This means that stories about your business can be sent out to thousands of people almost instantaneously, making them accessible to 3.39 billion internet users1. Sometimes these stories gain a huge amount of traction and can place your company in front of new prospects.

We’ve all worked with customers that have seemingly unrealistic expectations. You give them an inch and they expect a mile! However, losing them as a customer is simply out of the question. Maybe they’re a large percentage of revenue or there’s a lot at stake in making the business relationship work. Regardless of the scenario, here are 4 modern strategies for managing customer expectations…

Seven in every ten entrepreneurs believes that the biggest obstacle to their company's success is inadequate communication between the team members. Delegating tasks, managing mega-projects, and maintaining continuous collaboration with the team members are some of the most crucial responsibilities of a team leader. The same responsibilities can result in a ‘lost chance’ in the absence of proper communication with all team members and apt collaboration throughout the project.

Customer service most often relies on a support team that works to help all levels of your organization. But those teams don’t just run on their own. They need someone to lead the team and make important decisions when the going gets tough. That’s where a customer service manager (CSM) steps in.

Customer service is a stressful job. People are constantly coming to you with issues that they feel should be your top priority, and they want quick fixes. After a while, the stress will begin to build up. If you don’t have a way to de-stress, you’re going to eventually burn out, and lash out at a customer or a colleague. So, it’s important to find ways to keep your stress levels under control. I want to share six great ways to do it.

As bonafide subject matter experts collaborating cross-functionally across the company, agents play an important part in knowledge management. Self-service content is increasingly being used beyond the help center, such as in 1:1 channels, as served up by AI, or for cross-functional collaboration between teams. As your content changes, the processes your team takes to maintain it need to change, too.

What a customer takes home from a brand is the experience it provides. Gartner proved that customer experience is a game-changer for brands. In fact, 81% of companies1 expect to compete on the basis of customer experience in 2019. This head-on competition is driving brands to strengthen their customer experience strategies.

Product launches can be an exciting business. A new offering means another opportunity to win more clients and make more money. Most of all, it means another shot at leaving your personal imprint in your industry. Your pour hours of energy into brainstorming, planning and executing within every segment of your business, from marketing to manufacturing. Before you know it, it’s time to pull the cover and reveal your latest and greatest creation.

Working in a customer-centric industry, there are some days when it seems like everybody wants to talk to you. Maybe it’s because you’ve done something great, but most of the time it’s due to an error or malfunction in your product or service. So, what can you do on these days where the ticket volume just isn’t going down? Here are 5 tips for handling an increase in ticket volume so you can make the best of these unwelcome situations…