3 Ways of Saying No in Customer Service Politely
Learn the ASK-THINK-SAY framework for saying no in customer service. Handle requests politely while maintaining satisfaction and professionalism.
5 Quick Ways to Deal with the Impatient Customer
A silent majority of customers would rather pop into your website, leaf through your how-to resources on their own and then quietly exit.
6 Ways Marketing and Support Can Work Together to Improve Customer Experience
This is a guest post from our friends over at Campaign Monitor. Kim Courvoisier will teach you 6 ways marketing and customer support can collaborate… Read More »6 Ways Marketing and Support Can Work Together to Improve Customer Experience
Remove the Distance Between Your Team and Your Customers
Last month I switched gyms. I didn’t have a major issue with the old one. The monthly cost was pretty average and I visited regularly,… Read More »Remove the Distance Between Your Team and Your Customers
Infusing Live Chat Support with Your Brand’s Personal Touch
A few weeks ago, my cable bill came and it was more than I expected. I tried to figure out why, but eventually I needed… Read More »Infusing Live Chat Support with Your Brand’s Personal Touch
Why Live Chat is a Vital Part of Your Support Model
Live chat plays a significant role in your support model yet most live chat experiences still end in frustration! That’s because businesses are failing to… Read More »Why Live Chat is a Vital Part of Your Support Model
Where Customer Support and Customer Success Goals Overlap
It should never be customer success vs customer service. Yet, somehow these departments have become separated and even disassociated from each other. It has become… Read More »Where Customer Support and Customer Success Goals Overlap
Why Is Live Chat Customer Service So Hard to Get Right?
Adding live chat for customer service was supposed to solve all your service challenges. Investing in the channel was a no-brainer, or so you thought!… Read More »Why Is Live Chat Customer Service So Hard to Get Right?
What Your Customers Love and Hate About Live Chat Support
Are you looking to add live chat to your customer support arsenal? If you are evaluating this, you can’t help but pull out a notepad,… Read More »What Your Customers Love and Hate About Live Chat Support
Personalizing Auto-Responses: Smart Settings for Proactive Support
After a week-long trial, I was ready to purchase a subscription for a project management app for my personal and work projects. I eagerly pulled… Read More »Personalizing Auto-Responses: Smart Settings for Proactive Support
The 10 Most Important Customer Service Books to Kick Start Your Career
Working in support means constantly upping your game. Aside from keeping up with new technologies – which make you revise documentation and saved replies – you’re… Read More »The 10 Most Important Customer Service Books to Kick Start Your Career
System Downtime: Act with Ownership to Regain Customer Trust
System downtime can hit any online business at any time. And the way you find out about disruptions – a barrage of tweets, emails or chats… Read More »System Downtime: Act with Ownership to Regain Customer Trust