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
Startup Life
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
Customer Success Is Not a Team, It’s a Lifestyle
Is customer success the most misinterpreted phrase in the support world? When you contact customer service these days, you might find your rep signing off… Read More »Customer Success Is Not a Team, It’s a Lifestyle
Rock Your Support: Tips, Secrets & Advice from Top Support Pros
We didn’t know quite what to expect when we set out late last year to approach a handful of support pros with an open, potentially clichéd… Read More »Rock Your Support: Tips, Secrets & Advice from Top Support Pros
What Is a Customer Advocate?
We were recently discussing customer advocacy at Kayako when someone piped up: “Wait, is a customer advocate the same thing as a brand advocate?” Fair… Read More »What Is a Customer Advocate?
Why Does “I” Belong in Every Support Team’s Vocabulary?
Let’s break down one of the most disingenuous phrases in the English language: We appreciate your business. That, along with all the variations you hear… Read More »Why Does “I” Belong in Every Support Team’s Vocabulary?
Does B2B Customer Service Have a Self-Esteem Problem?
B2B Customer Service and low self esteem B2B customer service needs an intervention. The B2B customer experience is undergoing its first and fundamental shift towards… Read More »Does B2B Customer Service Have a Self-Esteem Problem?
The 23 Top Customer Support Pros You Need to Follow
Something BIG is happening. We’re seeing new communities grow around the world of customer service and support: new people, speaking a new language. We’re seeing customer support… Read More »The 23 Top Customer Support Pros You Need to Follow
The Rise of the Breakout Brand Advocate
My friend Chris just came back from the Ritz-Carlton with the most unbelievable story. Chris’ wife and kids were spending a few days at a Ritz-Carlton in Florida.… Read More »The Rise of the Breakout Brand Advocate
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