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The best teams are built upon people’s differences and their strengths. Startups are a great example of where people from different backgrounds and experiences collide to make magic. The key is having a diverse group of people with different skills. This helps drive innovation, competition, unrestricted thought, and open-mindedness. These values have to be instilled…
No business wants to lose customers. But before throwing more money at the marketing and sales departments, have you ever looked at why some customers churn? Even with excellent onboarding techniques and being there to help the customer settle in, it can be a little baffling why customers still leave you. Generally, businesses are more…
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…
Working on the frontline of a support team is a huge responsibility, and a very varied role. It involves dealing with lots of aspects of the customer experience, from customer interactions and resolving queries, through to working with the product team on useful feedback. Often in support, the pressure is on – how can you…
Working in the holiday season for any support professional is going to be one of the most stressful times of the year. If you’re in retail customer support, it’s probably the busiest time of the year for you, customers are going shopping mad. It might be fun for your customers, but how do you make…
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 to the office. Labor that was once seen as cheap and necessary is now a highly regarded role. Here at Kayako, we were built in India. We had two main…
Good customer service is powerful for any company. Through word of mouth, positive experiences resonate through people’s networks. You can attract new customers while also retaining your current ones, making them more loyal. As Jeff Bezos put it: “We see our customers as invited guests to a party, and we are the hosts. It’s our…
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 team can do to better support them. Do not set goals randomly; they should stem from extensive research that supports why you are setting them. Setting customer team goals Goals…
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 find yourself working 9-5 responding to email. If your business is growing, imagine your customer response rate increasing 10% per week! Plus all other business matters you have running in…
Let’s talk about how writing emails is so anxiety-inducing for some people that it caused at least one person to go invent an algorithm to figure out how to write an email based on 64 personality types. (I’m talking about Crystal. More on this later.) We’ve written a lot of emails over 13 years here…
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 we learned from running our first webinar. Webinars are a great way to get a lot of information across in a relatively short space of time and have the added…
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. Never lie. Be empathetic. Be available. Really listen to them. Smile more! Like tired tropes, they talk big but signify little. It’s no wonder then that support people faced with…