Shit happens, products break. The important thing is how you help your customers get past it. Often, the first thing a customer sees when something… Read More »Error Messages: A Great Way to Annoy the Hell out of Your Customers
Every so often, a support scenario is so embarrassingly bad that it violates every tenet of the customer experience. The support journey I’m about to… Read More »The Anatomy of a Terrible Support Experience
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
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
If you’ve ever worked in telemarketing or cold calling, you might have had your supervisor come by and remind you put on a smile when… Read More »The Art of Talking Happy: 10 Ways to a Better Customer Support Vocabulary