customer journey mapping
Why You Need to Start Customer Journey Mapping

This article is part one of a two-part series on customer journey mapping. This first article will highlight the necessity of the practice. Customer journey mapping is a tool to ho...

saying no to customers
When and Why Saying No to Customers Can Save the Day

If you work in customer service, your prime directive is likely to be “yes, and…”. This improv rule-of-thumb serves to foster positive communication by having each interlocutor bui...

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