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Author: Jamie Edwards

customer-service-coaching

Customer Service Coaching: Your Recipe to World-Class Support

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…

Jamie Edwards

Posted February 7, 2018

customer-intimacy

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…

Jamie Edwards

Posted November 15, 2017

live-chat-customer-service

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…

Jamie Edwards

Posted October 11, 2017

customer-journey-hero

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…

Jamie Edwards

Posted April 20, 2017

customer-experience-popup-books

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…

Jamie Edwards

Posted January 10, 2017

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