How to Find, Hire, and Build Your Customer Support Team

When you call the customer service team of a cable company to cancel your contract, you might expect small hiccups, but overall you expect it to be relatively easy. Perhaps…

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….

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…

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…