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…
Tag: best practices
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 Because there’s a common misconception that contact forms are an outdated method of communication,…