Ideas for teams who answer customers
Guides, comparisons and product news on omnichannel support, AI agents and cloud telephony.
WhatsApp Customer Service Platform in Malaysia: What to Look For
What a WhatsApp customer service platform in Malaysia needs: the official Business API, a shared team inbox, an AI agent and calls in one queue.
AI Agent for Facebook Messenger Customer Service: How It Works and How to Set One Up
How an AI agent answers Facebook Messenger chats from your own content, completes simple tasks and hands off to your team, plus Meta's reply rules.
How to Manage a LINE Official Account With a Team
Run LINE OA as a team: add members in LINE Official Account Manager, then connect the Messaging API to a shared inbox with queues, assignment, SLAs and AI.
What is case management in a contact center
A case is the record of one interaction: an ID, a queue, an assignee, timings, an outcome and the conversation itself. What that record has to contain, why there are seven timings on it, and five questions that tell you whether yours works.
How to measure CSAT when almost nobody answers the survey
A CSAT score built on the few customers who rate is a score of the people who felt strongly. What AI scoring every closed conversation changes, what it genuinely cannot tell you, and how to run both without fooling yourself.
How to set contact center SLA targets that survive a bad week
Most contact center SLAs are inherited from a telephony convention, applied to channels it was never written for, and measured on a denominator that excludes the customers who gave up. A method for setting your own instead.
What breaks when a contact center passes 200 agents
Four things fail as a contact center scales past a couple of hundred seats, and none of them is throughput. The licence model, the routing model, supervision and the reporting all stop working at roughly the same point.
The contact center software RFP checklist
The requirements an enterprise CX team should put in a contact center RFP, grouped by section, including the questions vendors would rather you did not ask about pricing at scale, recording retention and deployment.
The best contact center software in Southeast Asia
A comparison of seven contact center platforms for teams operating in Southeast Asia, on the things that actually decide it here: the channel mix, per seat against per resolution cost, local numbers, and whether voice and chat share one clock.
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