Ideas for teams who answer customers
Guides, comparisons and product news on omnichannel support, AI agents and cloud telephony.
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.
How Ace Drive runs a WhatsApp concierge, and reaches back before you ask
Three in four Ace Drive conversations happen on WhatsApp, answered in about two and a half minutes, with a third of all conversations going the other way as confirmations, reminders and follow-ups.
How DALI puts every weekly deal on Viber, and gets replies back
DALI reaches Filipino shoppers with weekly promos, new store news and restock alerts on Viber for Business, from a verified sender, with every reply landing in the same klink.cloud inbox.
How TN Nursery turns abandoned carts into recovered sales with Kai
Kai calls TN Nursery shoppers the moment a Shopify cart is abandoned, converting half the calls it connects, and handles 94% of support conversations across chat and email on its own.
How Yindii runs support across three markets from one desk
Yindii supports food heroes in Singapore, Thailand and Hong Kong from one workspace, on in-app chat, LINE and WhatsApp, resolving in about ten minutes with 88% satisfaction.
How One Wallet launched support in three languages, without a call center
One Wallet went live with six channels and three languages in one inbox, so a lean team supports travelers across Thailand in English, Russian and Thai with no call center behind it.
How SomBank turned WhatsApp into a real contact center
Eight in ten of SomBank customers reach the bank on WhatsApp. On klink.cloud that traffic has queues, routing, tiered SLAs and a 16 second median first response.
How A Bank answers every customer in seconds, in two languages
A Bank unified phone, Facebook, Messenger and email into one bilingual contact center, with a median first response of 13 seconds and 99% of rated conversations ending satisfied.
How Credit+ built customer trust in three languages on one platform
Credit+ unified WhatsApp, Instagram, Facebook, TikTok, live chat and email into one AI-assisted inbox serving Darija, French and English, with sentiment scored on every conversation.
How TrueVisions NOW answers live sport fans in seconds with Kai
Kai resolves 67% of live chats on peak days for TrueVisions NOW, cutting first response from hours to under two minutes and turning support into a 24/7 conversion channel.
How Ooredoo Business built a recurring customer experience business on klink.cloud
How Ooredoo Business turned connectivity accounts into a recurring customer experience business with klink.cloud, growing revenue per account 3x.
Instagram AI Agent
Explore how Instagram's AI agents are revolutionizing customer interactions, enhancing engagement, and optimizing business operations.
How AI Agents Improve Post-Purchase Customer Experience
AI agents automate order tracking, returns, and proactive updates across channels to speed resolutions and boost post-purchase satisfaction.
Put every conversation in one place
Calls, WhatsApp, Messenger, email and live chat in one inbox, with an AI agent that resolves the repetitive work.
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