All Posts By

Alan Finlay

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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Customer Support Automation Statistics
Support
November 13, 2018

Customer Support Automation Statistics – 16 Facts, Figures, and Trends to Watch

The robots are coming – and they’re raising the bar for customer support experiences. The…
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Support Metrics
Support
November 6, 2018

Support Metrics: A Visual Guide to Measuring Service Speed, Efficiency, and Effectiveness [INFOGRAPHIC]

What is the single most crucial customer support metric? Well, there’s no definitive answer –…
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Chatbot Statistics: The 2018 State of Chatbots [New Study]
Chatbots
October 30, 2018

Chatbot Statistics: The 2018 State of Chatbots [New Study]

These days, chatbots are all the rage. Or at least, it seems that way. When…
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Why Companies Still Struggle to Understand & Achieve Omnichannel Support
Support
October 23, 2018

Why Companies Still Struggle to Understand & Achieve Omnichannel Support

Let’s set the scene: A customer shopping online for a jacket sees a social media…
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Customer Service Experience
Support
October 9, 2018

20 Strategies for Creating a Seamless Customer Service Experience

The first goal of customer service is to make a customer’s experience with your business…
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Customer Retention Metric Part 2: How to Keep Loyal Customers Happy and Optimize Post-Purchase Measurements
Support
October 2, 2018

Customer Retention Metrics Part 2: How to Keep Loyal Customers Happy and Optimize Post-Purchase Measurements

What’s one of the best ways to improve your business’ profitability? Hang on to your…
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Relay Awards from FinancesOnline Review
News
October 1, 2018

Relay Wins Two Help Desk Awards Following Review from Top SaaS Review Site

FinancesOnline Relay Review FinancesOnline, a popular and respected B2B software review platform that thousands of…
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Customer Retention Research: The Art and Science of Customer Satisfaction & Loyalty
Support
September 25, 2018

Customer Retention Research: The Art and Science of Customer Satisfaction & Loyalty [Infographic]

Let’s face it, acquiring new customers doesn’t come cheap. But the cost is always worth…
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Customer Service Burnout: Why, When, & How to Minimize Agent Turnover
Support
September 18, 2018

Customer Service Burnout: Why, When, & How to Minimize Agent Turnover

Customer service has long been a high turnover industry. The call center industry in the…
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