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Author: Adam Rogers

Service-Disruptions-Act-with-Ownership-to-Regain-Customer-Trust

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….

Adam Rogers

Posted June 29, 2017

back-and-forth

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…

Adam Rogers

Posted June 15, 2017

customer-experience-metrics

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…

Adam Rogers

Posted June 8, 2017

TED Customer Service Videos That Motivate and Inspire

11 TED Talks to Inspire Better Customer Support

You’ve read all the classic books on customer service—Delivering Happiness by Tony Hsieh, How to Win Friends and Influence People by Dale Carnegie, and more. But now you don’t need to spend…

Adam Rogers

Posted May 30, 2017

remote-work-benefits

The Benefits of Remote Work Save Everyone Money

This is a guest post from our friends over at Credit. Myles Ma will walk you through the benefits of remote work and how it makes financial sense for companies…

Adam Rogers

Posted May 16, 2017

customer-needs-analysis

How to Be 2 Steps Ahead in Anticipating Your Customer Needs

This is a guest post from our friends over at FieldBoom. Josh Brown will walk you through ways to analyze your customers and their needs. Consistently exceeding expectations is what…

Adam Rogers

Posted May 11, 2017

customer-context-service

Customer Context Has a Serious Scaling Problem

Entering a small shop or boutique where they know your name and respect your business feels inclusive and welcoming. But as small businesses become bigger and build success, why don’t their service…

Adam Rogers

Posted May 4, 2017

customer-loyalty

Measuring Customer Loyalty Shouldn’t Be Difficult

Which survey will measure customer loyalty and show us who our best customers are and those at risk of churn? Customer surveys that measure advocacy, satisfaction, and effort don’t give us the insights we need….

Adam Rogers

Posted April 27, 2017

customer-effort-score-survey

How to Track Customer Effort for Every Transaction

This is a guest post by our friends over at Nicereply. Viktor Magic will walk you through how to run a customer effort questionnaire and why it’s important to track CES…

Adam Rogers

Posted April 25, 2017

Exceeding Customer Needs Is the Tipping Point for Loyalty

The Tipping Point for Loyalty Is Exceeding Customer Needs

What do my customers want? This question is on the minds of most CEOs and managers who think about innovating and growing their companies. But sometimes this question makes us…

Adam Rogers

Posted April 13, 2017

customer-care

Building a Culture of Customer Care Isn’t Easy

This is a guest post by Mary Grace. She will guide you through why customer care is so important and how teams can feel empowered to help their customers. You love…

Adam Rogers

Posted April 11, 2017

product-development

Why Support Should Have a Voice in Product Development

Where do you begin when you develop a new product or feature? Product development can seem overwhelming. There are so many moving parts that trying to create something valuable from…

Adam Rogers

Posted April 6, 2017

a-b-testing-email-newsletters

I Ran an A/B Test for 2 Months and All It Got Me Is This Headline

Ask yourself this: have you opened every email you’ve ever received from a brand or business? The answer is probably, “no.” Your email newsletter design, layout, and content has a…

Adam Rogers

Posted April 4, 2017

managing-remote-teams

4 Tips on Effectively Managing Remote Teams

This is a guest post from our friends over at Project Manager. Peter Landau will share his best pracitces on managing a remote team. Work has grown too big for a…

Adam Rogers

Posted March 31, 2017

Knowledge-base-best-practices

5 Best Practices for Keeping a Killer Knowledge Base

Question: When is a self-service writer a diplomat? Answer: When they are a writing a knowledge base to help customers solve their problems quickly and reduce repetitive conversations with your support…

Adam Rogers

Posted March 16, 2017

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