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What Amazon and Delta taught us about guided digital journeys

If you’ve ever ordered something from Amazon or taken a flight with Delta, you’ve experienced what great guidance feels like … often without realizing it. Both brands have mastered the art of anticipating needs, smoothing out friction, and making every interaction feel personal.
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Customer Service SaaS Onboarding

3 lessons B2B customer onboarding should take from B2C onboarding

Do you own a smartphone? If you do, you’ll have encountered some version of the modern B2C customer onboarding experience. (If you don’t: wow. We’re honestly a little jealous.)

Low CSAT? Better agent technology will help

This article was informed by an infographic created in partnership with Metrigy with results from a 2022 CX study. You can download your copy of the infographic here.

The customer onboarding metrics you should be tracking at every stage

Lately, we’ve been talking a lot about some of the best strategies for approaching customer onboarding in the modern era.

Case studies in customer onboarding: how customer onboarding should be done

When you think about B2C companies that provide truly outstanding customer onboarding experiences, there are a few that come to mind. But none have changed the game quite like Apple.

Customer Service

Customer Service

How to improve customer service in healthcare

Customer service plays an important role in every industry—especially healthcare. In this field, excellent customer service is the standard organizations should strive for to ensure patients feel valued and cared for. You might have the most knowledgeable and skilled providers, but if they aren’t giving patients a positive experience, they won’t be recognized for giving quality care.

Customer Service

Customer Service

Digital customer service 101

Your virtual customer support team is the backbone of your organization. They likely spend more time interacting with your customers than anyone else. They understand their issues, solve their problems, and play a starring role in brand perception.

Future-proofing your digital customer service tech stack

There are countless tools and technologies in the marketplace that promise to streamline processes, save time, and help provide a better experience for your customers and employees. When selecting your customer service tech stack, there’s a lot to consider — not only how it will impact your customer service now, but also how it will continue to add value in the future.

SaaS

SaaS

Why SaaS onboarding is different – and how you can improve it

It’s not exactly a bombshell revelation that customer onboarding is incredibly important. It’s a wellspring for improved support metrics, it builds relationships, and it makes for happier, more engaged users. What isn’t so obvious is why customer onboarding is arguably more important for SaaS companies than it is for other tech companies.

Onboarding

Onboarding

Customer onboarding is evolving. (And it matters more than ever)

Let’s say you’re selling a product that’s simple to use: sneakers, for example. You can rest assured that once a customer has those sneakers, they won’t need to be taught how to use them. (Although you may want to put a shoelace-tying tutorial on your website, just in case.)