How do you decide on what bug or feature to prioritize in your next product cycle? This is a big question that teams stumble over. A lot of thought goes…
Personalizing Auto-Responses: Smart Settings for Proactive Support
After a week-long trial, I was ready to purchase a subscription for a project management app for my personal and work projects. I eagerly pulled up the company’s Contact page,…
The 10 Most Important Customer Service Books to Kick Start Your Career
Working in support means constantly upping your game. Aside from keeping up with new technologies – which make you revise documentation and saved replies – you’re trying innovate and future-proof your…
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System Downtime: Act with Ownership to Regain Customer Trust
System downtime can hit any online business at any time. And the way you find out about disruptions – a barrage of tweets, emails or chats – isn’t a nice experience….
Handling Angry Customers: 3 Email Responses Your Team Need
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…