We’re a London based start up and like many London based start ups we’re faced with all the same challenges as every one else. Product market fit, growth, investment, hiring. The list is endless. However in 2014 we decided to focus on our customer service and it helped everything else fall into place. I’m going… Read more »
Striking the balance between delivering technology and building personal relationships can be a challenge. No one knows that better Vimeo, a high quality video platform that caters to video enthusiasts, creative professionals, and businesses alike. “Having human relationships with our customers is very important to us,” says Darnell Witt, Director of Support and Community. Here’s… Read more »
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 »
First off, if you don’t have the Next Gen agent turned on, here’s a simple guide to get you set up. Change can be tough. Remember New Coke? If you do, you might be trying to forget it. Change can be good too. What about when TVs used to weigh 300 pounds, and you would… Read more »
Time is of the essence when you work in customer service. Allowing your queue to become flooded with overdue tasks doesn’t just stress employees out – your customers will be impatiently await a response. A smart customer service strategy makes it possible for your customers to find a resolution quickly, so that they can move… Read more »
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 »
For fast-growing small companies, keeping everyone on track with the latest business updates is critical. But today’s small businesses use so many systems to communicate — like group chat, video conferencing, file sharing, and task management solutions — that toggling between them can make collaboration difficult, or even counterproductive. That’s where Slack, a team communication… Read more »
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 »
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 »
What could the characters of this epic fantasy drama, HBO’s Game of Thrones possibly teach us about offering awesome customer service? As it turns out, the Starks, Lannisters and all of the other characters can teach us quite a bit. Since the season 5 premiere date was just officially announced, I started to think about… Read more »
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