A mid-sized Indian D2C fashion brand runs its customer support on Zoho CRM. The sales team loves it. The support team hates…
A customer in Patna discovers a kurta on Instagram Reels. She messages the brand on WhatsApp to ask about sizes. The bot…
A US mid-market SaaS company was losing 18% of its customers annually and had no idea why. Their NPS survey had a…
A customer opens a dispute on Chime at 11 PM on a Sunday. By 11:04 they have a resolution notification in the…
The directive arrived in most US contact center director inboxes in the same quarter: reduce operating costs by 25% while maintaining or…
A customer messages your brand on WhatsApp at 8:47 PM asking about a delayed order. Your competitor has an agent reply in…
A Gen Z customer messages your brand on Instagram about a faulty product. No response by midnight. At 12:15 AM they post…
During the 2008 recession, US consumer spending dropped 1.4%. Brands that maintained or increased CX investment grew market share an average of…
A telecom operator notices a long-time customer hasn’t used their network much over the past month. Two weeks later, that customer calls…
A customer messages your brand at 11 PM about a missing order. By the time the support team logs in the next…
Warby Parker does not sell glasses cheaper than Amazon. Glossier does not ship faster than Amazon. Liquid Death is not more convenient…
66% of brands believe their customer experience is improving. Only 17% of US consumers agree. That gap sounds absurd at first. Someone…
A bank sends Priya a “Happy Birthday” email with a pre-approved loan offer. The same week, a fintech app noticed Priya checked…
A flight gets delayed by three hours. Within minutes, complaints start spreading everywhere at once. A passenger tweets from the boarding gate.…
Jump to any platform 01Konnect Insights : Best for omnichannel + intelligence 02Zendesk : Best pure-play support platform 03Sprinklr : Best for…
Ecommerce brands are handling more customer conversations than ever, but most still manage them in disconnected systems. According to Salesforce’s State of…
The CX platform market has never been more crowded. And never more confusing. Every vendor promises omnichannel. Every demo looks impressive. Every…
Picture the scene. A customer contacts your support team on chat about a delayed order. They explain the situation, share the order…