Customer Service

Genesys, once a CX leader, now feels outdated with rigid tools and limited forecasting. Enterprises are shifting to cloud-native alternatives offering faster setup, open APIs, and AI integration.

SugarCRM offers powerful sales, marketing, and service features in one scalable platform but needs technical effort for customization. Many small businesses choose simpler, more affordable CRM alternatives like Agile CRM or HubSpot for easier setup and smarter automation.

Empathy in customer experience means truly listening and understanding customers’ feelings and needs. It transforms feedback into meaningful connections that boost satisfaction, loyalty, and personalized service.

Customer journey mapping uncovers true customer pain points and decision triggers, turning fragmented data into a unified view. This approach empowers CX teams to enhance satisfaction, reduce resolution times, boost ROI, and build lasting loyalty. This blog guides you through designing a detailed customer journey map to optimize touchpoints and hyper-personalize experiences.

CX budgets are rising—and so are expectations—making every interaction count. This guide compares Zendesk vs Freshdesk on features, automation, analytics, pricing, and scale to help you choose the right, 2025-ready customer service platform.

In 2025, 66% of consumers expect brands to understand their needs, yet 55% still feel they’re talking to disconnected teams. One bad interaction can cost loyalty. The answer is omnichannel customer support — delivering seamless, personalized experiences across every touchpoint.

Customer journey mapping helps CX teams move beyond guesswork, visualizing every touchpoint to uncover real pain points and opportunities. In this blog, we share a step-by-step guide to creating a customer journey map that drives personalization, loyalty, and growth.

Kore.ai is a leader in conversational AI, but not every business finds it the right fit. Challenges with customization, integrations, and workflow have many exploring alternatives. In this blog, we highlight nine top Kore.ai competitors for 2025 that deliver smarter, faster, and more adaptable customer service.

This blog explains Haptik’s role in conversational AI, its challenges, and why many are now exploring top Haptik alternatives in 2025 to meet rising AI and customer engagement demands.

Customer support in 2025 goes beyond handling complaints—it uses AI to predict and resolve issues instantly. Modern ticket management tools with predictive analytics and AI-powered workflows help deliver fast, clear support while reducing team burnout. This blog highlights the top 15 must-know ticket management software and their key features.