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Posts Categorized:Thought Leadership

10 customer service stats and what they mean for your contact center

  Businesses can pour money into elaborate advertising campaigns, but bad customer service can undo all that hard work instantly. Excellent customer service can be as good (and often better) for your brand than a well-orchestrated PR campaign: get your customers to do the talking for you! Great service also determines whether your existing customers… Read more »

8 things your support team should never say to customers

There are things that we’re all taught not to say. Don’t mention an old flame in front of a new spouse. Never ask an older woman her age, or a younger one if she’s pregnant. Don’t ask about someone’s salary, shoe size, or anything to do with their romantic life. Even support agents, who earn… Read more »

5 tips for choosing the right customer service technology

The impact of customer satisfaction on your business can’t be underestimated. Whether customers want to communicate through email, social, or phone, you need to be ready to provide them with excellent customer support. That’s why it’s critical to find the right technology to help you manage inquiries and keep customers coming back for more. And… Read more »

Let me hit you with some knowledge

One of the awesome benefits of adopting your company’s first support tool is building a central store of knowledge for your agents and customers. In this article, we’ll discuss some practices to consider in building your knowledge base. Support knows best. When asking customers where they keep their knowledge before they use a general repository,… Read more »

5 things 2014 taught us about customer service

It’s the beginning of the year. It’s the time when we all take stock of our lives and think about what we’d like to do differently. Did we exercise as much in 2014 as we’d planned? Or maybe we’re regretting all the time spent looking at Kim Kardashian’s photos. If you’re a running a small… Read more »

5 best practices for exceptional customer service

The modern customer looks vastly different from the customer of yesteryear. She is more connected to her devices, she’s more informed and empowered, and companies have more data about their customers than ever before. The customer’s expectations are high — really high. The modern customer is digital-savvy and expects a response, connected, frictionless experience, regardless… Read more »

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