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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

brief_history_of_customer_service_make_your_customer_service_proactive_1

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…

Jamie Edwards

Posted October 13, 2016

customer_service_work_from_home

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…

Jamie Edwards

Posted September 8, 2016

customer-service-job-description

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…

Jamie Edwards

Posted August 18, 2016

kayako-customer-service-software-helpdesk-unified-cases

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…

Jamie Edwards

Posted July 26, 2016

kayako-customer-service-software-competitive-advantage2

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…

Jamie Edwards

Posted July 19, 2016

kayako-customer-service-software-helpdesk-retired

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…

Jamie Edwards

Posted July 12, 2016

Elevate_Header_Image-1

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…

Jamie Edwards

Posted April 18, 2016

Customer Support Metrics

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…

Jamie Edwards

Posted March 3, 2016

books-investors-recommend-startup-founders

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…

Jamie Edwards

Posted February 25, 2016

userconf sf

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…

Jamie Edwards

Posted January 28, 2016

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