If you’ve followed Marisa’s journey with Frozen Outdoor, as well as how—and why—the company implemented omnichannel customer service, then you might be wondering: what’s it like for agents on the front lines?

Not a single day passes without negotiation for a customer service agent. It could be during conflict resolution or feature requests or when you are recommending an upgrade. Being a customer service agent is more than just dealing with difficult customers. Strong understanding and effective persuasion are the guiding stars to conduct a good negotiation. One also requires top-notch people skills to be adept in the art of negotiation.

No matter how great your products or services, some of your customers are bound to run into problems. That’s an unavoidable truth of business — but you can avoid losing customers because of those issues. It just requires a little extra effort on the part of your customer service team.

Whether it’s a weekly team meeting, or a quarterly board meeting - video conferencing has become one of those ubiquitous technologies that we all take for granted. However, while many enterprises have large-scale deployments of conferencing tools (such as Cisco Webex), many still default to desktop apps like Skype, Slack, or even Whatsapp for real-time, ad-hoc video calls between employees (and even their clients).

For your customer success team to thrive, they need to have the right solutions in place and also the knowledge of how to efficiently utilize these resources. Here are six ways companies are using B2B customer success solutions to crush the competition…

The news that Slack has acquired the intellectual property behind Atlassian’s HipChat and Stride chat and messaging services, has left its users wondering, “What next?” All that’s clear is that Atlassian will be discontinuing HipChat and Stride and providing a migration path to Slack for users. When that happens, and what that actually means is unclear. So, if you’re one of those users, and you’re considering your alternatives, what should you be thinking about?

Why Data? At Facebook, there’s a well known phrase that goes “Data wins arguments”. I wouldn’t say that at CloudApp we’re a deeply argumentative bunch, but we do like to come up with hypotheses, test them, and see the results.

We’re excited to announce the launch of our integration with WhatsApp Business Solution. WhatsApp is a simple, reliable, and private way to talk to anyone in the world and lets people stay in touch with friends, family and businesses–anytime, anywhere.

Dixons Carphone has said a huge data breach that took place last year involved 10 million customers, up from its original estimate of 1.2 million. Personal information, names, addresses and email addresses may have been accessed last year.

Artificial intelligence, or AI, is slowly becoming a part of our daily lives. Siri and Alexa are now household names, and their users have grown accustomed to how easy they make it to access information. And while these types of virtual assistants are primarily for personal use, AI also presents huge opportunities for businesses, particularly for customer service.