Have you ever felt like an outsider when dealing with a different department? Maybe you feel slightly intimidated by the sales team, or don’t fully understand what the engineering team…
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The Advanced Guide to Customer Service Training
Great customer service is your competitive advantage. It matters! But the magic does not happen without preparation. We are proud to share our best tips presented in our advanced guide…
How to Bring More Humanity into Customer Communication
Humanity – according to the Merriam Webster dictionary – is defined as compassionate, sympathetic, or generous behavior or disposition: the quality or state of being human. It’s likely that one…
10 Customer Service Skills Every Team Should Have
As your business grows, it’s inevitable that your customer service team’s workload will grow right along with it. While there are ways to lighten the burden on your support team,…
Boosting Your Customer Support: Human-Operated Live Chat vs Chatbots
When was the last time you contacted customer support of an online business? If you’ve had a customer support interaction recently, did you speak with a real person or a…
5 building blocks to develop a winning customer experience strategy
The only true competitive advantage for brands is their customer experience. As a result, more and more companies – both large and small – are slowly getting on board with…
How to Set Up 24-Hour Customer Support
As your business and customer base grow, there’s a question every support leader has to answer: Do we need to expand our support operation? When you serve more customers, the…
3 Customer Experience Trends to Watch Out For in 2019
Now that 2018 is slowly wrapping up, companies are looking into starting 2019 with a ready-to-go customer experience strategy. If this is the case with you as well – don’t…
How Small Teams Are Relishing the Benefits of Live Chat
Have you ever decided to step up from capturing photos on your smartphone to a dedicated DSLR camera? I bet the model you want comes with all the features you…
My Customer Service Career: What 9 Years in One Company Looks Like
Many people ask me, “why have you stayed in the same organization for so long? What was it that made you stay? Did you ever look for other jobs or…
How Tiny Businesses Can Offer Stellar Customer Support
In all the best practices and how-to’s, it’s easy for a small business to get lost with applying every customer service tip. You don’t have the budget of Amazon or…
Are You on a Mission to Supercharge Your Business Through Diversity and Inclusion? (You May Want to Read This.)
At Kayako, we’ve always been concerned with building our company as diverse and inclusive as possible. It’s in our DNA as well as our mission. We always thought that—because over…
Customer Service Trends 2018: Creating Effortless Customer-Centric Experiences
At Kayako, we do our best to understand not just our customers’ needs, but their customers’ needs, as well. Armed with that empathy and over ten years in the business,…
Remove the Distance Between Your Team and Your Customers
Last month I switched gyms. I didn’t have a major issue with the old one. The monthly cost was pretty average and I visited regularly, but I didn’t feel particularly…
All Hands Support Will Never Work for Your Business
All hands support has been a buzzword in the tech world for a few years now. Its premise—that everyone in the company from the CEO down to developers—spends time working as…
