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One week ago, we launched the new Kayako. And what a week it was – from overwhelming site traffic on Day 1 to being featured on Product Hunt on Day 2, it’s been a rollercoaster for our entire team. Needless to say, we are really grateful for the positive response, and thrilled to see how…
This is a guest post from Luis Hernandez, VP of Customer Success at Geckoboard. If you contact Geckoboard for support, your request could be handled from Christchurch (New Zealand), Mumbai (India), London (England), Boston (US), Seattle (US) or Kilauea (Hawai’i, US). In some special cases, your request could be worked on by different team members…
When a potential customer visits your site, they’re already interested in your product. You’ve put lots of effort into testing the best homepage designs, optimized your branding to attract the right kind of customer, and you’re always trying to provide the right, helpful information at the right time. Customers don’t want to feel led down…
Everyone loves self-service content. It’s a fabulous way to build trust with your customers and to help them find answers to their questions in a timely manner. What happens, though, if the answer they get is for a part of your product that you changed six months prior? Will that help or harm your customer…
It might surprise you to know that there are three regular podcasts dedicated to nothing but customer support. With one of those having 100+ episodes, how much more could there possibly be to say about customer support? A lot, it turns out. Much like the early days of B2B “inbound” marketing, customer support didn’t really…
Customer support metrics matter. They’re something you should be paying attention to. There is a wealth of information just waiting for you to explore and glean information from. A lot of attention is paid to response times and handle times. We go to a lot of effort to run complicated NPS surveys or send out…
Is your organization looking for ways to improve customer experience on live chats? Perhaps there are new hires in your company who are having a hard time getting to grips with live chats best practices. Are you looking to improve your customer handling time (CHT) on chat? In this post, I’ll share a structured workflow…
Service level agreements, or SLAs, are integral to any service-based industry. Most customer support teams use them to ensure customer expectations are met. But can SLAs can be used for more? Join Customer Advocate-SME Sandeep Kaur and Technical Advocate-SME Kushal Sharma as they walk through: Why support teams use SLAs How you can decide on SLAs…
This is a guest post from Desiree de la Rosa of Videopath. Video is an excellent self-service tool. It offers a unique way for customers to learn about and get the most from your product or service. Interactive video takes things to the next level – by giving your customers a complete support experience in one. So…
Do you want to ensure your customers can understand how your software works? Why not try a screencast in addition to more traditional written content? Screencasts let you present information in an engaging way, and they also let you show off your company’s personality. While screencasts are a bit more work than a written how-to,…
When it comes to customer support, the ability to experiment, tweak and improve your service is a huge part of meeting your customers’ expectations. To see what impact any changes you make to your support processes have, you need to be able to observe trends, set goals and measure the results. We put together a…
Businesses are defined by what their customers say about them. And as social media platforms like Twitter and Facebook have risen up to the mainstream, and mobile internet and smartphone usage has boomed, customers have become much more connected. Now customer service experiences can not only make or break relationships with current customers, but thousands…