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What I’ve just described is AI transparency, and it’s not an understatement to say it’s the most important concept you’ll ever hear about when evaluating and using AI in your business.

Time spent de-escalating a customer is also time spent getting to know them, understanding their needs, and finding common ground.

If you’re a small business owner, a CFO, or an ecommerce ops manager, the importance of customer service to your business may not seem quite so clear. It’s natural that you’d have questions. Luckily, I’ve got answers, and I think it’s time for business leaders to take another look.

We believe it’s time to shift the customer service paradigm again: from “The customer is always right” to “The customer always deserves to be helped.” Here's why.

In a joint webinar hosted by Support Driven and KnowledgeOwl, we shared practical tips for strengthening the foundation of your knowledge base.

Here’s why companies invest in customer service quality assurance (with examples and results of their QA programs) — and why you should, too.