2014 has been a big year for customer service, and we’ve been delivering our take on it every step of the way. As the year draws to a close, we decided to round up our most popular posts to see what content has received the most interest. The answers might end up surprising you.

6 Strategies for Writing Great Text Messages to Customers

Writing a text is easy. Writing a great text is hard. If your message isn’t clear and concise, you’ll have a hard time engaging your customers. Writer Leslie O’Flahavan and OneReach CEO Rich Weborg offer six tips on writing text messages customers will want to read and respond to. Continue reading here.

Call Me Maybe: A Millennial Perspective on the Decline of Voicemail

As much as some people might hate to admit it, voicemail is on its way out. But if you’re a millennial (or pretty much anyone in America), you said Sayonara to voicemail years ago in favor of another channel. Continue reading here.

A Q&A With Ashley Verrill About Proactive Customer Service

A lot of customers are disenchanted with phone service, but they don’t have to be. Customer service expert Ashley Verrill believes companies can provide more proactive customer service over their IVR. Continue reading here.

5 Tips When Adding New Communication Channels to Your Business

Offering one service channel today isn’t going to cut it. Your business is going to have to use multiple channels to keep up with customer demand. OneReach’s Kevin Fredrick has some advice on how to implement new channels. Continue reading here.

10 Things to Consider When Text-Enabling Your Contact Center

More and more businesses are recognizing the power of text as a service tool, but they’re not exactly sure how to add it. Your business can start by figuring out what needs your business has and how texting can meet them. Continue reading here.

Can I Text Your City?

When you think of tech-savvy places, the first thing your mind probably goes to is Silicon Valley (or the bridge of the USS Enterprise). But don’t overlook Evanston, Illinois—it’s one of the first places in the country where you can text your city. Continue reading here.

Proactive Recognition: Reading Your Customers’ Minds

You don’t need to be psychic to know what your customer’s thinking—just use proactive recognition. By figuring out what your customer wants before they even have to ask, you can speed up the customer experience and wow them in the process. Continue reading here.

95% of People Say They Don’t Text With Companies…But They’re Wrong.

Most companies that use texting use it for notifications. Most people that use texting use it for conversations. Make sure your business is talking to customers, not at them. Continue reading here.

Everyone Hates Phone Trees

When you have a problem, you want to fix it ASAP. You don’t want to listen to a robot endlessly droning on and wait on hold forever. If your business uses an IVR to manage customer calls, you’ve got to make things as easy for the customer as possible. Continue reading here.

These 4 Non-Profits Have Had Great Success With SMS—Now It’s Your Turn

Texting is a valuable tool for any company, but for non-profits, it can be a lifesaver. From raising money to sending health tips to warning citizens of disaster, texting does a whole lot of good for a very small cost. Continue reading here.

Well, that about wraps it up for 2014. If it happens next year, we’ll be writing about it!

Photo from Christmas Stock Images.