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…

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…