It’s unfortunate to see just how much customer support learning depends on one-off inductions. There’s a lot to learn after orientation. As anyone who ever… Read More »Customer Support Training Is Way Too Passive
Scaling up your customer support team means you not only need to hire more staff to handle the increase in volume, but you’ll also want… Read More »Speed Isn’t Everything: What to Measure When Scaling Your Support Team
How fast is your company growing? Can your customer support team keep up with the growth? Often support teams hire when they are drowning in… Read More »When Should You Be Recruiting Your Next Support Agent?
Many companies face the same challenge with their customer support team: how to prevent the support staff from leaving. Common reasons for this boil down… Read More »5 Ways to Retain Your Customer Support Staff
Self service is the most effective way for customers to get the answers they need, reduce call volume and stress for your live agents. “Yet,”… Read More »The Self-Service Guilt Trip
Product management is about thinking about high level business goals, detailed user requirements and everything in between. All that juggling and context switching is really… Read More »3 Things You Need to Do to Get Up to Speed as a New Product Manager
Product and Service Remember the last time you researched about a product online before buying it? Were you only reading reviews about the product or were… Read More »Should Product and Service Be Rated Separately?
You’ve implemented a successful Net Promoter Score survey, with a good response rate and a high NPS score. Congrats! Pop that number on your website,… Read More »NPS Analysis: What Your Net Promoter Score Isn’t Telling You
Believe it or not, your brand can be both too helpful, or not helpful enough. That is why FAQ page design – even with AI – is so important.
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 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?
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