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Welcome to our blog, where curiosity meets expertise. Here, we dive deep into the latest trends, share our professional insights, and offer practical advice to navigate the ever-evolving landscape of customer experience.
Exploring the Heart of Our Industry
The Importance of Customer Loyalty for Business Success
Customer loyalty is the ultimate goal for businesses looking to maximize their return on investment. However, many companies tend to...
Tamara McKenzie
Feb 16, 20245 min read
Empower Your Customer Support Team with Smoothen's Zendesk Admin Training
In the fast-paced world of customer support, delivering exceptional user experiences has become the key differentiator between...
Tamara McKenzie
Jul 20, 20232 min read
Helping Your Team Develop Time Management Competencies for Enhanced Customer Service
As a CX leader, one of your key responsibilities is to support your team in developing effective time management skills, particularly for...
Tamara McKenzie
Jun 18, 20235 min read
Integrating Support and Product Teams: A 6-Step Plan for Improved CX and Feature Adoption
The goal of your agent support and product teams should be to make your customers successful. When these teams work together and share...
Devon Harris
Jun 10, 20233 min read
The Perils of Relying on Data and Assumptions: How Ignorance Can Lead to Fraud
Recent instances of fraud have highlighted the risks of relying solely on data for verifying customer identity. This approach can leave...
Devon Harris
May 28, 20233 min read
15 Ways Customer Support Can Contribute to Customer Retention
Having a customer service team is only necessary if there are customers to serve. If a company fails to maintain enough customers, it may...
Tammy McKenzie
May 1, 20238 min read
4 Key Indicators of Successful CRM Implementation
Implementing a new CRM can be a daunting task for any organization. While it's important to make the right choice when selecting a CRM,...
Tamara McKenzie
Nov 20, 20222 min read
The Value of Data in Support Operations
Customer support teams are responsible for a variety of tasks, such as creating help documentation, providing feedback to product teams,...
Ana Gomez
Nov 10, 20224 min read
3-D Secure: The Complete Breakdown for Merchants
3-D Secure is an online security protocol used in card-not-present (CNP) transactions to improve security. It was first rolled out in...
Ana Gomez
Oct 23, 20223 min read
Avoiding Missed Deadlines: A Guide to Chargeback Time Limits for Merchants
Chargebacks can be a source of frustration and confusion for many merchants because each card network has its own set of rules for the...
Devon Harris
Sep 14, 20226 min read
The Future of Blockchain Marketing: Building Long-Term Relationships and Educating the Community
Blockchain technology has had a significant impact on the digital world since it was publicly released in 2008. It has revolutionized the...
Devon Harris
Sep 10, 20224 min read
Unveiling the Power of Data Stories: How to Humanize Your Data
Data stories have become a powerful tool for businesses and organizations to effectively visualize their data and tell impactful stories....
Tammy McKenzie
Aug 18, 20226 min read
Segment and Conquer: A Guide to Effectively Segmenting Your Users and Avoiding Common Pitfalls
Segmenting users is a crucial skill in business analytics. It helps analysts understand different groups within their customer base and...
Tamara McKenzie
Jul 28, 20224 min read
Managing and Improving Brand Perception: Strategies, Tactics, and Tools
Brand perception is determined by customers, not companies. It is what customers believe a product or service represents, based on their...
Ana Gomez
Jul 17, 20223 min read
Protect Your Business from Dark Web Threats: Data Security Tips for Merchants
The dark web is home to some of the world’s most dangerous hackers, drug dealers, and other cybercriminals. These hidden websites are...
Tamara McKenzie
May 2, 20223 min read
Know Your Synthetic Identity Fraud
Verifying the identity of existing account holders or opening new accounts is a costly responsibility for the financial industry. Without...
Tamara McKenzie
Apr 27, 20224 min read
How Fraud Departments Have Changed Since the Beginning of the Pandemic
The pandemic and the resulting increase in e-commerce has led to a surge in fraud, forcing businesses to reevaluate their perception of...
Tamara McKenzie
Mar 13, 20222 min read
Best Practices for Creating an Effective KPI Dashboard
A KPI dashboard is a visual display of the most critical metrics of a business. This type of dashboard is an essential reporting tool...
Devon Harris
Jan 25, 20223 min read
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