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Avoiding Missed Deadlines: A Guide to Chargeback Time Limits for Merchants
Chargebacks can be a source of frustration and confusion for many merchants because each card network has its own set of rules for the...
Sep 14, 20226 min read
The Future of Blockchain Marketing: Building Long-Term Relationships and Educating the Community
Blockchain technology has had a significant impact on the digital world since it was publicly released in 2008. It has revolutionized the...
Sep 10, 20224 min read
How to Avoid Cherry Picking by Your Support Agents
Are your support agents engaging in cherry-picking? If so, it's important to understand the impact this can have on customer satisfaction...
Sep 2, 20222 min read
Understanding and Preventing Friendly Fraud: A Guide for Merchants
Friendly fraud, or when consumers intentionally submit false fraud claims, continues to be a major problem for merchants. This type of...
Aug 27, 20223 min read
The Importance of SEO in Reputation Management
If you want to improve your online reputation, Search Engine Optimization (SEO) should be a key part of your strategy. By optimizing your...
Aug 13, 20223 min read
Segment and Conquer: A Guide to Effectively Segmenting Your Users and Avoiding Common Pitfalls
Segmenting users is a crucial skill in business analytics. It helps analysts understand different groups within their customer base and...
Jul 28, 20224 min read
Managing and Improving Brand Perception: Strategies, Tactics, and Tools
Brand perception is determined by customers, not companies. It is what customers believe a product or service represents, based on their...
Jul 17, 20223 min read
Combatting Refund Fraud: The Growing Threat to Online Retailers
In the past year, retailers have reported a rise in unexplained "Item Not Received" (INR) or "Did Not Receive" (DNR) claims. While some...
Jul 14, 20222 min read
Your Guide to Creating an Internal CX Newsletter
As a proactive support leader, it is important to regularly showcase the successes of your team to the rest of the company. While other...
Jul 2, 20226 min read
Effective Strategies for Managing a Large Zendesk Account
Zendesk is a popular support platform that is used by 100,000 companies to assist their customers. It is flexible and easy to use, but it...
Jun 22, 20225 min read
The Perils of Relying on Data and Assumptions: How Ignorance Can Lead to Fraud
Recent instances of fraud have highlighted the risks of relying solely on data for verifying customer identity. This approach can leave...
Jun 17, 20223 min read
The Value of Data in Support Operations
Customer support teams are responsible for a variety of tasks, such as creating help documentation, providing feedback to product teams,...
Jun 3, 20224 min read
Unveiling the Power of Data Stories: How to Humanize Your Data
Data stories have become a powerful tool for businesses and organizations to effectively visualize their data and tell impactful stories....
Jun 2, 20226 min read
Why a Multichannel Support Strategy is More Effective than an Omnichannel Approach
In order to provide efficient and high-quality customer support, it is important for businesses to have a multichannel strategy....
May 27, 20222 min read
How Small Businesses Can Use Instagram to Build Their Branding
Instagram is an important marketing tool for small businesses in the United States, with 71% of companies using the platform to reach its...
May 12, 20225 min read
Know Your Synthetic Identity Fraud
Verifying the identity of existing account holders or opening new accounts is a costly responsibility for the financial industry. Without...
Apr 27, 20224 min read
4 Key Indicators of Successful CRM Implementation
Implementing a new CRM can be a daunting task for any organization. While it's important to make the right choice when selecting a CRM,...
Apr 23, 20222 min read
3-D Secure: The Complete Breakdown for Merchants
3-D Secure is an online security protocol used in card-not-present (CNP) transactions to improve security. It was first rolled out in...
Apr 8, 20223 min read
Quick Tips on Effective Scheduling for Chat Support
After finalizing your strategy for implementing live chat, the next step is to schedule your team to provide chat support coverage....
Apr 2, 20223 min read
Diverse Payments Options & How They're Changing Chargebacks
As technology advances, industries have undergone significant changes in recent years to accommodate a range of online and in-store...
Mar 29, 20223 min read
How Fraud Departments Have Changed Since the Beginning of the Pandemic
The pandemic and the resulting increase in e-commerce has led to a surge in fraud, forcing businesses to reevaluate their perception of...
Mar 13, 20222 min read
How To Improve SEO Rankings
If you want to increase the traffic to your website, you need to focus on search engine optimization (SEO). SEO helps people find your...
Mar 3, 20224 min read
How to Handle Bugs Effectively: A Comprehensive Guide for Customer Support Professionals
Customer support professionals are often the ones who customers report bugs to, and it is their job to work on the customer's behalf to...
Feb 24, 20223 min read
How to Max Out Your Help Center Potential
As your company grows and evolves, so too should your help content. While it's important to have clear, concise answers to frequently...
Feb 18, 20224 min read
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