Getting in Sync with your Customers: What’s the Difference between Synchronous and Asynchronous Communication
Much of our daily communication is asynchronous: we send an email in the morning and receive a reply at noon; we respond to a group text after getting home from work; we answer Slack messages after finishing an important project. We flow easily between synchronous and asynchronous communication via these interfaces, sometimes texting in real-time, […]
Supercharge Your Self-Service: 5 Ways to Optimize Your Knowledge Base
A robust knowledge base has many benefits. It empowers your customers to self-serve, increasing ticket deflection in the process. It educates your customers so that when they do submit tickets, the likelihood is high that they’ll be better able to articulate their issue, which makes your agents’ lives easier. And on the agent side, a […]