Customer Support Archives

Recent Articles

How to Set Up AI Training for Customer Support Agents

Written by Brayn Wills, Expert Writer Updated: 6 Aug, 2026

If you have ever been handed the job of “just add an AI chatbot to our website,” you know the panic that follows. Where do you even start? What do you feed it? What happens if it says something wrong to a customer? I have sat across from business owners and support leads asking these...

15 Practical Use Cases of AI Agents in Customer Support (+ How to Implement)

Written by Brayn Wills, Expert Writer Updated: 24 Jul, 2026

I’ve spent a good chunk of the last year talking to customer support leaders across SaaS, eCommerce, and healthcare, and one thing keeps coming up in every single conversation. Everyone already knows AI agents exist. Almost nobody has a clean, practical list of where they actually move the needle versus where they’re just noise. That’s...

AI Agent vs Human Agent: Which One Should Handle Your Customer Support?

Written by Brayn Wills, Expert Writer Updated: 20 Jul, 2026

An AI agent vs human agent debate shows up in almost every support team meeting once ticket volume starts climbing. You’re short on hiring budget, your response times are slipping, and someone on the team just asked if a chatbot could take some of the load. I’ve had this exact conversation with dozens of business...

10 Best AI Customer Support Agents for Small Businesses

Written by ProProfs Editorial Team, Customer Service & Engagement Experts Updated: 29 Jul, 2026

A small business owner I spoke to last year spent two hours every morning answering the same five questions. Different customers, same questions, same answers. Six months after setting up an AI support agent, those hours disappeared. The questions still came in, but the agent handled them before anyone reached the office. That used to...

10 Best AI Customer Service Agents to Automate Support and Boost Customer Satisfaction

Written by ProProfs Editorial Team, Customer Service & Engagement Experts Updated: 3 Jun, 2026

A customer lands on your pricing page at 11:47 PM. They have one question standing between them and a purchase decision. Your support team clocked out at 6. There is no live agent. The customer waits, gets nothing, and leaves. That scenario plays out thousands of times a day across businesses still relying on business-hours-only...

Customer Communication Strategy: 8 Proven Ways to Improve Customer Conversations

Written by ProProfs Editorial Team, Customer Service & Engagement Experts Updated: 27 May, 2026

Let’s be real—most businesses are terrible at customer communication. Without a clear customer communication strategy, the cracks show fast. And that’s not just an opinion: according to Forbes, bad customer service could cost companies $3.7 trillion every year. Here’s the thing—slow replies, confusing messages, and inconsistent follow-ups don’t just annoy customers; they kill loyalty and...

What Is Conversational Marketing and Why It Is Important

Written by ProProfs Editorial Team, Customer Service & Engagement Experts Updated: 21 Feb, 2025

Your potential customers are waiting for quick answers and assistance to help them get what they’re looking for. For this, you need a system that provides fast and personalized support with a bit of human touch. The human touch is what makes the experience relatable and compassionate. But, the question is, how do you make...

How To Reduce Inbound Call Volume

Written by ProProfs Editorial Team, Customer Service & Engagement Experts Updated: 25 Sep, 2025

Facing high call volume can be pretty stressful for a customer support team. The response time suffers, and so does customer satisfaction. It is called a call surge. Without a structure in place, it can become a challenge to reduce inbound call volumes. So, how to tackle call surges? First of all, let us understand...

12 Customer Retention Strategies to Crush Customer Churn

Written by ProProfs Editorial Team, Customer Service & Engagement Experts Updated: 22 Sep, 2025

“Acquiring customers is exciting, but keeping them is what builds a real business.” I remember reviewing our metrics one quarter — acquisition looked strong, yet revenue growth barely moved. That’s when it hit me: without the right customer retention strategies, we were just filling a leaky bucket. Retention isn’t just about reducing churn; it’s about...

11 Customer Service Mistakes One Must Avoid

Written by ProProfs Editorial Team, Customer Service & Engagement Experts Updated: 5 Mar, 2025

Are you witnessing customer attrition lately, and that too at a high rate? You certainly need to start tracking all your customer service mistakes if this is true. While it is essential to utilize the right tool for customer service, there are several other factors that impact customer satisfaction. Understand that it may not be...