Blog
Groove Networks, LLC. Acquires Kroto.one to Reinvent AI-Powered Knowledge Management
For years, businesses have struggled with the same problem: keeping their customer support knowledge base accurate, accessible, and up to date. As AI-powered customer service tools gain traction, a hidden bottleneck has emerged, but a strategic leap in AI-driven customer support aims to solve this issue: AI is only as effective as the knowledge it’s […]
3 Tips for Successfully Implementing Predictive Customer Service
Your customer service department is at their wits’ end. They’re small and not capable of providing the same proactive customer service as larger teams. It feels like they’re losing a battle against their own software – firefighting technical issues, but never able to see past the smoke. You know there’s got to be a better […]
How Support Managers Can Help Their Teams Level Up in the Industry
Are you a support manager who wants to help your team improve their skills? If so, you’re in the right place! When most people think of support managers, what comes to mind is daily tasks like tracking the ticket queue, setting customer satisfaction goals, and analyzing feedback. But in reality, as I’m sure you know, […]
5 Freshdesk Alternatives for Small Online Businesses
If you’re considering Freshdesk, but also trying to evaluate alternatives for pricing and feature set – we’ve done the legwork for you. Check out this free evaluation with competition and ratings.
The Fundamentals of Support Driven Growth
You’re pretty happy with the quality of support your customer service team provides. They reply quickly to customers, get problems resolved ASAP, and offer empathetic support. And yet, you can’t help but feel like there’s something more they could be doing to leverage support for growth. Rather than just keeping things afloat, you’re wondering how […]
How To Say No To Customers (And Why It’s Sometimes Necessary)
Every great customer service representative has struggled with saying no. It’s practically ingrained into your subconscious that the “customer is always right”, even if they aren’t. Sometimes far from it. And yet, you’re led to believe you need to do everything in your power to please them. In reality, this isn’t always possible. Often, it’s […]
How To Choose the Right SaaS Helpdesk Software
You’ve built an amazing SaaS product, but now you’re drowning in a sea of customer queries. Your support team is getting sidetracked by repetitive tickets, the churn rate is creeping up, and you’re losing sleep over missed follow-ups. Sound familiar? In the fast-paced world of SaaS, stellar customer support isn’t just nice to have—it’s critical […]
What’s the Best Customer Service Software for Your Small Business?
So, your customer support team just switched over from Gmail to Zendesk. And while you’re happy about the upgrade, you can’t seem to find the tools you’re looking for within its UI. There’s a pretty steep learning curve that’s resulted in a lot of wasted time. You’ve also realized you’re paying a premium for features and […]
How To Use Internal Knowledge Base Software To Improve Customer Support
It’s 9:03 AM. Hannah, your newest customer support rep, juggles complex queries while frantically searching through scattered documents and outdated wikis. Sound familiar? This daily struggle is why many small businesses are turning to internal knowledge base software as their customer support secret weapon. Imagine this instead: Hannah logs into a centralized knowledge management system, […]