I recently introduced my kids to the world of LEGOⓇ to further nurture their creativity here at home. After scouring the shelves for a good starter kit, my daughter picked…
Tag: best practices
Create Your Own FAQ Template from Scratch
Many companies offer great products but tend to overlook the fact that with any product or service, users WILL have questions, and as a business, one must provide easy to…
How Tiny Businesses Can Offer Stellar Customer Support
In all the best practices and how-to’s, it’s easy for a small business to get lost with applying every customer service tip. You don’t have the budget of Amazon or…
Building a Customer Loyalty Program That Drives Brand Love
When was the last time you shopped for something that’s an everyday staple? Chances are, you found way more options than you needed and ended up choosing one at random….
Rock Your next One-On-One Meeting: For Employees and Managers
Let’s just say it: one-on-ones are nerve-wracking. As an employee, when someone drops a one-on-one meeting on your calendar, it can mess up your whole day. As a manager (new…
Onboarding Employees: All the Things a New Hire Needs to Know but May Be Hesitant to Ask
Imagine applying for a job at one of your favorite startups, and after a good-few grueling interviewing rounds, the offer is in your inbox and you’re ready to sign the paperwork….
Bidding Farewell to a Remote Team Member
If you live in the world of remote work, you know it has unique challenges. Everything from socializing to management takes on a different hue when one coworker is here…
Recruiting Passive Candidates: 3 Strategies to Get Your next Star Hire
If you’re a hiring manager in a startup you can agree with me when I say, It’s not easy to build a dream team with so many constraints. Like every…
Switch To New Channels For Effective Email Communication
You finally send off an email that answers all your customer’s questions. But before you can congratulate yourself with a pat on the shoulder, they’ve replied with a dozen more…
What Support Metrics Should SaaS Companies be Using?
CSAT. NPS. TTFR – So many acronyms, so little time! As a support team manager, you’re already wearing a ton of hats – bet you didn’t think data wizard would…
Handling Angry Customers: 3 Email Responses Your Team Need
Whether you’ve worked in support for a month, or a decade, you will have run into an angry customer. Maybe they’re angry because of something you did or something out…
How to Deal with Negative Customer Feedback When It Feels Personal
Sure, I was only serving coffee. But it was my first day and I felt like somebody had handed me the nuclear launch codes. I was nervous to start with…
Design a Contact Us Form That Doesn’t Ruin Customer Experiences
“Contact us” forms usually fall down by the wayside when it comes to web design. Why? Because there’s a common misconception that contact forms are an outdated method of communication,…
How to Write a Compelling Customer Support Email
When you’ve worked in support for a while, especially for the same company, it can feel like Groundhog Day. You feel like you answer the same questions day in and…
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….