When was the last time you moved through a customer journey funnel in just one step — seeing a product, deciding you needed it, and purchasing it immediately? Unless it’s a routine grocery item, that’s probably not how you buy. The modern buying process is far more complex, with consumers needing multiple touchpoints before making…
Category: Service
AI Intent — Figuring Out the Purpose that Drives Service Tech
Imagine you were on a first date with someone, and they asked you, “What’s your five-year plan?” At first, it’d seem like a casual first-date question. And then, it starts to trigger some serious analysis. Are they genuinely curious about your ambitions? Testing your stability? The words may be straightforward, but deciphering the intent behind…
AI Intent — Figuring Out the Purpose that Drives Service Tech
Imagine you were on a first date with someone, and they asked you, “What’s your five-year plan?” At first, it’d seem like a casual first-date question. And then, it starts to trigger some serious analysis. Are they genuinely curious about your ambitions? Testing your stability? The words may be straightforward, but deciphering the intent behind…
Level Up Your POS Experience — Here’s What Experts Have to Say
The other day, the igniter in my oven needed replacing. I called a nearby electrician, who came over and told me how he could fix it. After agreeing to the initial quote, I instinctively had my checkbook out ready to pay the paper invoice. However, the repairman said, “Don’t worry – our app will take…
Level Up Your POS Experience — Here’s What Experts Have to Say
The other day, the igniter in my oven needed replacing. I called a nearby electrician, who came over and told me how he could fix it. After agreeing to the initial quote, I instinctively had my checkbook out ready to pay the paper invoice. However, the repairman said, “Don’t worry – our app will take…
Training AI Chatbots — The Guide for Service Teams
Ever tried chatting with a bot that seemed more confused than helpful? I know I have, several times. And while it may seem like a good idea to take out the frustration on the poor bot — forgive me, AI — the problem is almost never with the bot itself. AI chatbots, like human beings,…
Training AI Chatbots — The Guide for Service Teams
Ever tried chatting with a bot that seemed more confused than helpful? I know I have, several times. And while it may seem like a good idea to take out the frustration on the poor bot — forgive me, AI — the problem is almost never with the bot itself. AI chatbots, like human beings,…
Top 12 Free Help Desk Software & Ticketing Systems
Help desk software was my daily command center when I worked at HubSpot Support. Our customer service ticketing system was the brain of daily operations for the support team and me as a whole. It was central to my workflow and experience as a support rep, and I can’t understate its impact on my ability…
Top 12 Free Help Desk Software & Ticketing Systems
Help desk software was my daily command center when I worked at HubSpot Support. Our customer service ticketing system was the brain of daily operations for the support team and me as a whole. It was central to my workflow and experience as a support rep, and I can’t understate its impact on my ability…
My Tips for Creating a Stellar Retail Customer Experience
In marketing, where I’ve spent my career, my mission is to nudge customers to buy. But sometimes marketers focus so much on the funnel that they forget about making a great experience. When retail customer experience (CX) is poor, customers may walk away. But when you create a memorable experience, you’ll earn a brand advocate…