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….
Author: Adam Rogers
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…
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…
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…
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…
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…
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….
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…
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…
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…
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…
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…
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…
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…