This is a guest post by Owen Enaohwo of Sweet Process. Are you looking to develop trust with your support team? Without this trust, they… Read More »How Documented Procedures Can Make Your Customer Support More Effective
This is a guest post from Desiree de la Rosa of Videopath. Video is an excellent self-service tool. It offers a unique way for customers to learn… Read More »How to Use Interactive Video for Self-Service Support
Do you want to ensure your customers can understand how your software works? Why not try a screencast in addition to more traditional written content?… Read More »A Step-By-Step Guide to Creating Kickass Self-Service Screencasts
Have you ever read documentation and ended up feeling more lost than before you read them? I know that happens to me all the time.… Read More »How to Format Your Knowledge Base Content For Every Learning Type
Service level agreements, or SLAs, are integral to any service-based industry. Most customer support teams have to adhere to SLAs, which are contractual agreements to… Read More »SLAs – More Than a Service Level Agreement?
When it comes to customer support, the ability to experiment, tweak and improve your service is a huge part of meeting your customers’ expectations. To… Read More »Customer Support Metrics – The Ultimate Guide
No business wants to lose customers. But before throwing more money at the marketing and sales departments, have you ever looked at why some customers… Read More »How to Increase Your Customer Retention Rate
Businesses are defined by what their customers say about them. And as social media platforms like Twitter and Facebook have risen up to the mainstream,… Read More »Social Customer Experience: How to Win in the World of Connected Customers
No business wants to lose customers. But before throwing more money at the marketing and sales departments, have you ever looked at why some customers… Read More »Webinar: How to Stop Your Customers From Leaving You
Working on the frontline of a support team is a huge responsibility, and a very varied role. It involves dealing with lots of aspects of… Read More »The Top 14 Tools for Running A Successful Support Team
How often does your support team respond to the same questions with the same response? Do you still see a repeat of the same enquiries… Read More »FCR: Reduce Your Volume, Not Your Focus
Did you know that team size and tenure don’t make a difference in how much a customer support manager will be paid for their work?… Read More »4 Must-Read Stats on the State of Customer Support in 2016 [New Research]