Ideas for teams who answer customers
Guides, comparisons and product news on omnichannel support, AI agents and cloud telephony.
How Motto Auction by Carro moved its phone line and LINE chat onto one platform
Motto Auction by Carro (Thailand) replaced an on-premise phone gateway with KLINK in 2025: a virtual 02 Bangkok number and LINE chat in one workspace.
How AIIZ brought Shopee, Lazada, LINE and calls into one KLINK workspace
Thai fashion retailer AIIZ moved from Zendesk to KLINK, where its calls, LINE, Lazada and Shopee chat now run in one workspace.
Omnichannel Contact Center Software in Indonesia: What to Look For
What omnichannel contact center software in Indonesia needs: WhatsApp and calls in one queue, routing by language, marketplace chats and an AI agent.
White Label Contact Center Platform: What to Look For
What to check in a white label contact center platform: your brand on the workspace and widget, voice and AI included, client separation and private cloud.
How Pomelo runs omnichannel customer service on KLINK
How Bangkok fashion brand Pomelo moved from Freshdesk to KLINK, with app chat, LINE, Messenger, email, phone and the Kai AI Agent in one inbox.
Contact Center Software for BPOs in the Philippines: What to Look For
What contact center software for a Philippine BPO should do: separate queues and SLAs per client, voice and chat in one place, AI agents and clean reports.
Help Desk with a Built-In Phone System: What to Look For
What a help desk with a built-in phone system should do: calls logged as cases, one SLA, IVR and callbacks, recordings on the ticket and an AI voice agent.
WhatsApp Customer Service Platform in Malaysia: What to Look For
What a WhatsApp customer service platform in Malaysia needs: the official Business API, a shared team inbox, an AI agent and calls in one queue.
AI Agent for Facebook Messenger Customer Service: How It Works and How to Set One Up
How an AI agent answers Facebook Messenger chats from your own content, completes simple tasks and hands off to your team, plus Meta's reply rules.
How to Manage a LINE Official Account With a Team
Run LINE OA as a team: add members in LINE Official Account Manager, then connect the Messaging API to a shared inbox with queues, assignment, SLAs and AI.
What is case management in a contact center
A case is the record of one interaction: an ID, a queue, an assignee, timings, an outcome and the conversation itself. What that record has to contain, why there are seven timings on it, and five questions that tell you whether yours works.
How to measure CSAT when almost nobody answers the survey
A CSAT score built on the few customers who rate is a score of the people who felt strongly. What AI scoring every closed conversation changes, what it genuinely cannot tell you, and how to run both without fooling yourself.
How to set contact center SLA targets that survive a bad week
Most contact center SLAs are inherited from a telephony convention, applied to channels it was never written for, and measured on a denominator that excludes the customers who gave up. A method for setting your own instead.
What breaks when a contact center passes 200 agents
Four things fail as a contact center scales past a couple of hundred seats, and none of them is throughput. The licence model, the routing model, supervision and the reporting all stop working at roughly the same point.
The contact center software RFP checklist
The requirements an enterprise CX team should put in a contact center RFP, grouped by section, including the questions vendors would rather you did not ask about pricing at scale, recording retention and deployment.
The best contact center software in Southeast Asia
A comparison of seven contact center platforms for teams operating in Southeast Asia, on the things that actually decide it here: the channel mix, per seat against per resolution cost, local numbers, and whether voice and chat share one clock.
How Ace Drive runs a WhatsApp concierge, and reaches back before you ask
Three in four Ace Drive conversations happen on WhatsApp, answered in about two and a half minutes, with a third of all conversations going the other way as confirmations, reminders and follow-ups.
How DALI puts every weekly deal on Viber, and gets replies back
DALI reaches Filipino shoppers with weekly promos, new store news and restock alerts on Viber for Business, from a verified sender, with every reply landing in the same klink.cloud inbox.
Put every conversation in one place
Calls, WhatsApp, Messenger, email and live chat in one inbox, with an AI agent that resolves the repetitive work.
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