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Customer service is incredibly important to any business. So important, even, that by 2020, it’s projected that customer experience will overtake price and product as the key brand differentiator. So it’s safe to say that customer service is important. But how do you ensure your brand delivers happiness like some of the industry’s leading lights such as…
How many times have you finished off the last bite of your lunch and wished that there was either more food, or you had more time to spend? For people in support, the emotional implications of our work can carry through even when we are not on the clock—for some of us, that may show…
Remote workers have freedom from commutes, flexibility to control their own hours, and they have the choice to live wherever they want. But, it’s not all one way. Hiring remotely is a bonus for employers as well: Companies that hire for remote positions open themselves up to a whole new global talent pool, and are…
When you give your customers exceptional support, they are 4 times more likely to reward you with their loyalty. But what does exceptional support look like in 2016? You could use a helpdesk. But the truth is, helpdesks aren’t that helpful. Why? Because helpdesks encourage your staff to see customers as faceless support tickets. …
Before you begin searching for the perfect candidates for an open position in customer service, it helps to do some reflection. That is, you need to sit down and clearly define the roles and responsibilities of a job by writing a job description. A good customer service job description—one that will get you qualified matches—accomplishes…
When you have an opening on your customer support team, you can take all the right steps and still not know whether a prospective hire is going to be the right fit. Even when you’ve gone through resume reviewing, phone screening, and first round interviews, you may still be left with a handful of great…
This is a guest post by Lindsay Willott, founder of Customer Thermometer. I recently read the unputdownable The Hard Thing About Hard Things by Ben Horowitz, famed founder of tech VC Andreessen Horowitz. In one chapter Ben describes how, during his time at Netscape, he became frustrated with his product managers. What is good customer service…
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…
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…
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…