Support reps get tons of training from the moment they start their job—whether it’s on products, new feature launches, or soft skills like communication. This is great. Training gives new…
Author: Jamie Edwards
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…
Why Is Live Chat Customer Service So Hard to Get Right?
Adding live chat for customer service was supposed to solve all your service challenges. Investing in the channel was a no-brainer, or so you thought! It would allow your staff…
Context is key. Introducing Customer Journeys and Conversations
Customer support teams focus their efforts on three goals: solve the problem, make the customer happy and set them up for success. In essence, the support team is responsible for…
Book Giveaway: Kayako’s Essential Customer Experience Collection
Power has been handed back to service, support and success teams. Boards are now seeing that great customer service does contribute to the bottom line. After all, excellent customer support…
The History of Customer Service: Ticket Troubleshooting to Proactive and Personal
Can you imagine a world where customer service was over physical mail? You sit down at your typewriter, write out a wordy letter, send it into the head office that’s…
How to Stay Productive When You Don’t Have an Office
Remote workers have freedom from commutes, flexibility to control their own hours, and they have the choice to live wherever they want. But, it’s not all one way. Hiring remotely…
Attract Amazing Talent with the Right Customer Service Job Description
Before you begin searching for the perfect candidates for an open position in customer service, it helps to do some reflection. That is, you need to sit down and clearly…
Understand Your Customers Like Never Before with Unified Conversations
At Kayako, we know firsthand the daily pains and struggles that support teams deal with. Are customers reaching the right teams? Are teams providing the right support? Do they have…
It’s Time to Make Customer Service Your Competitive Advantage
One of the biggest misconceptions is that customers value brief moments of extraordinary delight over quick and easy help. But there is a harsh reality facing customer-centric businesses: any interaction…
It’s Time to Retire the Help Desk. Here’s How We’re Doing It.
One week ago, we launched the new Kayako. And what a week it was – from overwhelming site traffic on Day 1 to being featured on Product Hunt on Day…
Join Us for Elevate Summit in London
After our recent success with Elevate Summit in Austin, TX. We’re delighted to announce that Elevate Summit will be coming to London! As with Austin, we promise great speakers, the…
Customer Support Metrics – The Ultimate Guide
When it comes to customer support, the ability to experiment, tweak, and improve your service is a huge part of making your customers’ experience great. In order to see what…
14 Books Investors Wish All Startup Founders Had Read
We’ve taken the scenic route at Kayako: we’ve bootstrapped to more than 120 people. As we’ve grown from 5 to 20 to 50 to 100 and beyond, everything we had learned…
Kayako and CoSupport Take Austin: Join Us For Elevate Summit
Here at Kayako we’ve spent the last 14 years giving people the tools they need to support their customers. Now we’re taking things a step further. I’m delighted to announce…