Canned responses (also known as prefab replies and macros) are a boon to your customer service. They solve common customer problems in a timely manner… Read More »3 Ways Not to Use Canned Responses in Live Chat
When you have an opening on your customer support team, you can take all the right steps and still not know whether a prospective hire… Read More »Use a Customer Service Skills Test Before You Extend an Offer
How many of you have ever had an interview where you were asked a question that set you aback? As if the question stunned you… Read More »3 Customer Service Interview Questions to Uncover Hidden Passion
This is a guest post by Lindsay Willott, founder of Customer Thermometer. I recently read the unputdownable The Hard Thing About Hard Things by Ben Horowitz,… Read More »The 3 Customer Service Skills of Brilliant Support Teams
We live in an age where customers expect to be able to give their feedback on everything almost instantly. Products can be instantly reviewed on Amazon,… Read More »How to Get Customer Feedback the RUF Way
This is a guest post from Luis Hernandez, VP of Customer Success at Geckoboard. If you contact Geckoboard for support, your request could be handled… Read More »How to Scale a Support Team Around the Globe
Almost everybody would like to get paid more for the work they do… but not everyone has the ability or guts to ask for a… Read More »How to Get a Pay Rise as a Customer Support Manager
Did you know that customer support managers who work alone earn more than those who manage a team of agents? And did you know it… Read More »The Curious Case of Customer Support Manager Salaries
Everyone loves self-service content. It’s a fabulous way to build trust with your customers and to help them find answers to their questions in a… Read More »4 Pain-Free Ways to Keep Your Self-Service Content Updated
It might surprise you to know that there are three regular podcasts dedicated to nothing but customer support. With one of those having 100+ episodes,… Read More »Top Customer Support Blogs, Communities, Podcasts and Newsletters
Customer support metrics matter. They’re something you should be paying attention to. There is a wealth of information just waiting for you to explore and… Read More »Use Your Average Number of Replies to Improve Your Support
Is your organization looking for ways to improve customer experience on live chats? Perhaps there are new hires in your company who are having a… Read More »14 Steps to Create the Perfect Live Chat Customer Experience