Slack’s Director of Customer Experience Products talks about the concept of ‘radical convenience’ and how they manage the customer experience.
Latest posts by Kaitlin Pettersen
Support 9 min read
AI-powered chatbots have become widely available and let you do what was once impossible: help customers 24/7, answer questions without any human intervention and provide support to multiple customers at once.
Support 30 min listen
In a company’s early days as a lean, mean, business machine, it’s fairly easy for leadership to stay in sync with their users. You might say it’s one of the strongest advantages a startup has.
Support 6 min read
How do you scale a support organization without breaking the budget or killing the quality of the customer experience? From automation to smart suggestions, here’s how we have managed it, and how you can too.
Growth 33 min listen
Some think customers will see the advent of AI as a welcome way to get self-help quickly and get back…
Support 14 min read
Live chat is a powerful way to offer support at all stages of the customer lifecycle. Learn about its benefits, success rates and how to successfully implement chat on your site.
Support 10 min read
Great support will foster customer happiness, engagement, loyalty and deliver vital feedback, but to achieve all those benefits, you need to carefully define the level of customer support you provide.
Support 8 min read
In a business climate where customer support is often considered a cost center, we’ve seen firsthand that investing in real-time…