All Posts By

Alan Finlay

Need Help With Your Help? You Might Need an IT Ticketing System
Support
February 19, 2019

Need Help With Your Help? You Might Need an IT Ticketing System

Whether yours is a large national business or small scale firm, there is little doubt…
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Supporting the IoT: How the Internet of Things is Changing Customer Service
Support
February 11, 2019

How the Internet of Things is Changing Customer Service

When problems arise with your household appliances, like your refrigerator or washer or dryer, whom…
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Relay Release Notes February 2019
Product
February 5, 2019

Relay Release Notes: February 2019

Release date: 02/07/19 at 10pm PST. This month, we revamped our Knowledge Base for a…
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Shifting from Reactive to Proactive Support
Support
January 22, 2019

Digital Transformation for Customer Support Part 4: Shifting from Reactive to Proactive Support

Welcome to part four of our Digital Transformation for Customer Support series! If you missed…
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self-service support
Support
January 15, 2019

Digital Transformation for Customer Support Part 3: Self-Service Support as a Strategy

Welcome to part three of our Digital Transformation for Customer Support series! If you missed…
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Optimizing Internal Knowledge Operations
Support
January 8, 2019

Digital Transformation for Customer Support Part 2: Optimizing Internal Knowledge Operations

Welcome to part two of our Digital Transformation for Customer Support series! If you missed…
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The Power of Real-Time Network & Technology Monitoring
Support
December 27, 2018

If It’s Broken, Fix It: The Power of Real-Time Network Monitoring

Nobody likes to wait. Whether it’s in line at the grocery store, with a number…
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Customer Support Transformation Part 1- Driving Digital Channel Adoption
Support
December 18, 2018

Digital Transformation for Customer Support Part 1: Driving Digital Channel Adoption

Welcome to part one of our Digital Transformation for Customer Support series! If you missed…
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How to Use Email Support to Deliver Better Customer Experiences
Support
December 11, 2018

How to Use Email Support to Deliver Better Customer Experiences

As customer expectations continue to rise, support teams need to deliver a reliable, high-quality experience…
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From Touchpoints to Journeys: Transforming Your Customer Experience with Automation
Support
December 4, 2018

From Touchpoints to Journeys: Transforming Your Customer Experience with Automation

Customer journey mapping is all the rage these days. But businesses have been trying to…
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Secret Strategy
Support
November 27, 2018

The Secret Strategy Top Customer Support Teams Use to Improve Service

One of the biggest roadblocks your customer support agents face is not having access to…
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Automated Support Tasks
Support
November 20, 2018

Automated Support Tasks: 7 Things to Let Bots Handle Right Now

How much easier would your job be if you had a few robot assistants to…
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