How the Paradox of Choice Affects Support
We like to think that the more choices we have, the happier we are. More choices equals more freedom, right? Who doesn’t like freedom? This… Read More »How the Paradox of Choice Affects Support
Customer Experience
The Only Flour Company with an Emergency Hotline
For home bakers, King Arthur Flour is somewhat of a holy grail. As the friendly Vermont-based purveyor of all things baking – including some of… Read More »The Only Flour Company with an Emergency Hotline
Why WooThemes Shouldn’t Have Retired Twitter Support
WooThemes recently announced that they were closing down @WooSupport and would no longer be providing social customer care on Twitter. Advocates were quick to jump… Read More »Why WooThemes Shouldn’t Have Retired Twitter Support
Knowledge Base Style Guide: What’s Your Self-Service Content Strategy?
As a team of passionate self-service advocates, we’re surprised that most people don’t see technical writing and content strategy in a similar light. It’s as… Read More »Knowledge Base Style Guide: What’s Your Self-Service Content Strategy?
Why Your Satisfied Customers Still Leave You
This week, I left my gym and signed up with ClassPass. My other gym was fine! I liked the instructors, I was going often, and… Read More »Why Your Satisfied Customers Still Leave You
What Goes into a Help Center Audit?
Customers who go to self-service first are part of a growing user type who prefer to solve their own problems. They are by nature both… Read More »What Goes into a Help Center Audit?
Support and the Single View of the Customer
Remember when marketers had giant ad budgets but no one could really tell how many people were clicking? Or how much of their work actually… Read More »Support and the Single View of the Customer
What Would Happen If You Quit Phone Support?
What if I told you that you could take your support phone off the hook, and there would be no consequences? Wait, wait… don’t do… Read More »What Would Happen If You Quit Phone Support?
Why Average Handle Time (AHT) Is a Terrible Metric
Everyday is a bad day when you’re a rep working at a customer service center that evaluates you by Average Handle Time (AHT). Average handle… Read More »Why Average Handle Time (AHT) Is a Terrible Metric
The Easy Way to Scale Your Helpdesk
If you ask a small startup what each of their staff needs for their customer support operation, you’ll get a fairly tidy answer. As a… Read More »The Easy Way to Scale Your Helpdesk
The Ingenious Engagement Opportunity of Live Chat
Think about how you behave online when you’re seriously looking to buy jewelry. You might flick between tabs. You might glance at the navigation bar… Read More »The Ingenious Engagement Opportunity of Live Chat
How SLAs Make Customer Delight a Business Policy
Can you scale delight? This is what most customer service leaders would have you think. They’d have you think that your customer service should be on… Read More »How SLAs Make Customer Delight a Business Policy