The Next Matter

These are the voices that have inspired us the most, and the insights they have to share.

In B2B, few issues can be as large conversion killers as a complicated onboarding process. Here's how to nail it without spending extra resources.

We tested whether you can actually handle any of your customer service tickets with ChatGPT. Here are our findings.

This recipe for disaster is what CS teams need to look out for when handling support tickets

We picked out the 12 best Zendesk Marketplace apps for customer service teams. Check out the full list.

Zendesk has doubled down on AI to automate support tickets. This guide helps you leverage every single feature to handle more requests without affecting customer satisfaction.

Can Zendesk AI tools change the game for your helpdesk, agents, and customers? We discuss Zendesk’s AI features, what they can do - and what they can’t.

Complex customer service tickets are the culprit behind so many failed experiences. Here's how to get processes like onboarding and returns right every time.

I interviewed nine industry leaders and asked all of them the same question about the future of CS. Surprisingly, their replies didn't focus just on AI.

If you’ve ever had to return a product you’ve bought online, you’ll know the reality is rarely so smooth. Often, you’re far more likely to experience excessive waiting times, delays, miscommunications, and confusion. But why does it have to be like this?

We discuss which customer service tasks can benefit from AI-based automation, and when a more robust solution might be needed.

Customer expectations are different in 2024, and there's a clear need for businesses to adapt to these changes by providing personalized experiences, quicker response times, omnichannel support, and self-service options.

Here are the top 10 customer service workflows that businesses should automate in 2024 to help meet increasing customer experience expectations. See the potential impact of workflow automation on these complex processes, with examples spanning industries.

Customer Service Workflow Automation is widely employed across various industries with intricate processes. Find out how workflow automation works as the key to leveraging customer service as a competitive advantage for businesses.

Next Matter joins up work done across all business departments to provide an automated operations management system tailored to a business’s unique operations needs.

Learn how to streamline customer service operations and get better results fast by leveraging workflow automation technology. Explore the benefits, building blocks, and best practices of workflow automation with this guide.