Whether you’ve worked in support for a month, or a decade, you will have run into an angry customer. Maybe they’re angry because of something you did or something out…
How to Deal with Negative Customer Feedback When It Feels Personal
Sure, I was only serving coffee. But it was my first day and I felt like somebody had handed me the nuclear launch codes. I was nervous to start with…
How to Reduce Back-And-Forth with Your Customers
Reducing customer effort is a high priority for support teams. As customers we all know the frustration of getting lost in endless email chains, chats, or phone support to resolve a…
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Design a Contact Us Form That Doesn’t Ruin Customer Experiences
“Contact us” forms usually fall down by the wayside when it comes to web design. Why? Because there’s a common misconception that contact forms are an outdated method of communication,…
Customer Experience Metrics That Keep the Pulse on Friction-Free Support
One of the biggest mistakes when measuring customer experience is focusing on what your team is doing instead of what your customers are experiencing. Metrics like time tracking, productivity, and performance take…