Niamh Reed

Live chat and customer anxiety

Customers come in all moods and mindsets. Some are confident, some are angry, some are calm, some are anxious. And when it comes to...

From tapeworm to rape: cautionary tales of chatbot tuning

Even the best and most advanced chatbots can find themselves out of their depth. For most, this results in an error message and a...

The decline of support tickets

Support ticketing systems have long been a foundational aspect of the helpdesk. They allow agents to collaborate, prioritise and manage every support query they...

Learning styles and the importance of versatility in customer service

Versatility in customer service comes in two forms. The first is the ability of the agent to adapt their explanation. The second is the...

Using empathy as your customer satisfaction currency

It’s a common belief that customer service is all about solving problems. A good customer experience comes from delighting customers with solutions and rewards....

The Three Billy Goats Gruff and the customer journey

Do you remember the story of The Three Billy Goats Gruff? In it, three goat brothers longed for the grass on the other...

Customer service conversation killers

In a customer service context, conversations are more fragile than we might initially think. Agents are from Mars, customers are from Venus. In support...

An idle brain: customer service enemy number one

Our brains hate being idle. It's why we get annoyed if we must wait for something, but not when it takes us longer to...

Common hurdles to customer service accessibility

Customer service accessibility is too often viewed as just another buzzword for businesses to throw around. In reality, accessibility is not a buzzword, or...

Customer service worst practice: everything you shouldn’t do when supporting customers

There are a few things that you absolutely shouldn’t do when supporting customers. Being deliberately insulting, swearing and simply not responding are all obvious...

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