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Trending Articles

12 mins read

8 Examples of Bad Customer Service on Social Media, and the Reply That Would Have Worked

Bad customer service on social media looks different from bad service on the phone: it happens in public, it is screenshotted, and it outlives the complaint. […]

by ayushi
Customer Experience Customer Support Social Media Support
10 mins read

How to Handle Negative Reviews on Facebook: Replies, Reporting and Removal

To handle negative reviews on Facebook, reply publicly from your Page within a day, name the problem, apologize for the experience, and offer a specific next […]

by Ben
Customer Experience Customer Support Social Media Support
11 mins read

Brand Guidelines for Responding to Negative DMs, With a Template

Brand guidelines for responding to negative DMs are a short written policy that every agent follows when an unhappy customer messages your brand privately. The policy […]

by Ben
Customer Experience Customer Support Social Media Support
12 mins read

How to Respond to Negative Tweets: A Brand Playbook for X

The best way to respond to negative tweets is to reply once, in public, within hours: acknowledge the problem in plain words, say what happens next, […]

by Ben
Customer Experience Customer Support Social Media Support
13 mins read

AI Call Summarization Tools: Cutting Post-Call Work Time in Half

Table Of Contents Why Post-Call Work Becomes a Capacity Problem How AI Call Summaries Are Created Where the Time Savings Come From What a Useful Summary […]

by Ingrid Galvez
AI Support Customer Support
20 mins read

Order Management Outsourcing for Fast-Growing DTC Brands

Table Of Contents Introduction What Order Management Outsourcing Covers Why DTC Order Operations Become Harder to Control Where Internal Teams Usually Lose Time Order Management Outsourcing […]

by Ingrid Galvez
Customer Experience Customer Support
15 mins read

Cost-Per-Contact Benchmarks: What Should Your Call Center Really Cost in 2026?

Cost per contact is the average cost of handling one customer interaction across all support channels, such as phone, email, live chat, WhatsApp, and social media. […]

by ayushi
Customer Experience Customer Support voice support
14 mins read

CX Outsourcing ROI: How to Build the Business Case for 2026 

Both your customer support budget and ticket volume are growing. As outsourcing customer support is often viewed as a cost-saving measure, the most significant results come […]

by Ingrid Galvez
Customer Experience
15 mins read

Micro-Outsourcing: Testing CX Outsourcing with a Small Pilot Team First

A CX outsourcing pilot program is a short-term trial where a business assigns a small part of its customer support to an external service provider for […]

by Max
Customer Experience
14 mins read

Help Desk Escalation Paths: Designing Workflows That Don’t Frustrate Customers

Customers rarely complain because their issue requires escalation. They complain because the escalation felt like starting over. That is the frustration that businesses should seek to […]

by Ingrid Galvez
Customer Support