Taking your customer support in a new direction?
We're here for you. 

If you’re a customer service leader, it’s likely that all your daily routines have come to a standstill. Your business continuity plans have been put to the test, your team is learning to work remotely, your customers are shifting to online channels, and you're unsure of what the future holds for your business.

To help you tackle this situation without any hassle, we’ve put together a collection of resources that we hope will enable you to upgrade your capabilities - both at a personal and business level. This includes interviews with business leaders and in-house experts on best practices to ensure business continuity, remote learning guides to help you improve functional expertise, and other useful tips and tricks. 


Adapt videos: Conversations with industry experts

A series of interviews with different business leaders where they discuss ideas and experiences on how to navigate the transition to remote customer support.
 

Evolve: Curated articles and guides

A carefully consolidated list of resources to boost your knowledge on remote support and alternative channels of communication like self-service, live chat, and more.

Podcast series on rethinking your CX strategy

A custom curated podcast series with the customer experience guru Micah Solomon and global CX leaders to help you strategize your next move in this crisis. This series covers essential topics such as:

  • Adapting your contact center
  • Integrating AI in your customer service
  • Finding possibilities to grow during a crisis
Rethink CX podcast series Rethink CX podcast series

6 resources on scaling your remote support team

A playlist of resources on how to set up and scale your remote support team. You can find articles that discuss various remote working essentials such as:

  • Onboarding and training your remote support team
  • Choosing the best remote working tools
  • Keeping your support team motivated and engaged while they work from home
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Remote support scaling Remote support scaling

8 exclusive guides to strengthen your self-service

Self-service becomes crucial as you try to go remote. It not only reduces the burden on your support team, but also helps customers find answers faster. Check out in-depth content on:

  • Writing the perfect knowledge base article
  • The mistakes to avoid in your self-service strategy
  • Measuring the impact of your self-service resources
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Strengthening self-service Strengthening self-service

8 in-depth articles on boosting customer experience

Good CX is an integral part of customer service. To make the right enhancements to your customer experience, check out the following articles:

  • 4 ways to identify CX painpoints
  • Quantifying customer experience
  • Creating an omnichannel customer experience
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Improving customer experience Improving customer experience

6 resources to upgrade your live chat and social support strategy

The significance of live chat and social media increases immensely when you're looking to adopt remote support. Here are a few resources to help you get a headstart:

  • Whitepaper on the evolution of live chat customer support
  • 30 most important live chat support tips
  • Handling Twitter, Facebook and Instagram support 
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Live chat and social support Live chat and social support

7 resources on upskilling your customer support agents

To help your support team navigate the new normal, it's important they upskill their existing knowledge and incopororate principles of remote support. Here's what you can find in this resource gallery:

  • Customer support glossary to get familiar with all things customer service
  • A course support agents can take to perfect the essentials of good customer service
  • Articles that discuss how to handle difficult customers and apologize effectively
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Agent upskilling Agent upskilling