Have you ever felt like an outsider when dealing with a different department? Maybe you feel slightly intimidated by the sales team, or don’t fully… Read More »Empathy With Your Coworkers = Better Customer Service
The customer support rep role has travelled the world and back. It’s taken many different forms from outsourced, to remote work, and now it’s back… Read More »What a Startup Should Know Before Outsourcing Customer Service
Every customer support manager needs to be able to trust the members of their team. In order to do so, your team need to show… Read More »5 Ways to Support Your Support Team
What makes a good customer service Every company will tell you customers are their #1 priority, but few “walk the walk” when it comes to… Read More »Why Great Customer Service Is Important for Every Part of the Business
Content marketing can be for more than just gaining new customers — it can, and should, serve as an educational tool. If you attract users… Read More »How Content Marketing Helps You Support Customers, Not Just Win Them
Customer support goals are important for a number of reasons. Setting the right goals shows you understand the needs of your customers and what your… Read More »Why and How to Set Better Goals for Your Support Team
Companies are finding new ways to improve the way they run. One of those ways is rethinking the way the company is structured and review… Read More »People Wranglers or Individual Contributors? What’s the Difference and Who Is Most Important?
Whether you’re a business, duo or solo-entrepreneur there comes a point in your company where customer interactions will be constant and time consuming. You could… Read More »Get HIRED: How to Find and Hire Your First Dedicated Customer Support Rep
A Frequently Asked Question section (FAQs) is without a doubt the most commonly used tool in self-service. Whether it’s just a few questions on a “Contact… Read More »Why Do You Still Have FAQs for Your Website?
What is your job title? Does it accurately describe what you do? Your level of experience? Do you have to explain what it means every time… Read More »Agents or Ninjas? What Should You Call Your Support Team?
We set ourselves an ambitious goal of building the first successful monthly industry webinar series. Here’s the story of how we got started, and what… Read More »What We Learned from Running Our First Ever Webinar
From a distance, the sunny world of customer service advice looks just like a manual for being a really good friend. Make them feel welcome.… Read More »How to Empower Your Support Team with More than Smiles