Search Results: contact
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 volume, unable to keep up with incoming customer inquiries. Take into account the added time it takes to recruit, interview and train the newbie (plus the projects that get dropped…
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,” says Jon Meyer, Knowledge Guru at Twilio, “the customer service leaders I’ve talked to have an enormous sense of guilt around pursuing a self-service strategy.” Some customer service strategists have…
Shit happens, products break. The important thing is how you help your customers get past it. Often, the first thing a customer sees when something breaks is an error message. This is why it’s so important to have error messages that help your customers, not annoy them further. When things go wrong, what customers want…
It’s time to start thinking about your customer support department as a funnel. Marketing, sales and human resources teams all build department processes around a funnel. Marketing and sales funnels guide leads to customers, human resources guides applicants to employees. A well designed support funnel guides new customers to success and brand loyalty. A funnel…
The Kayako Community Forum has been part of our support ecosystem since almost the beginning. Used by thousands of visitors daily, it’s where Kayako customers can go to get advanced support on their help desk customizations, and learn best practices when setting up their Kayako software and customer service teams. The most impressive part is…
Once upon a time, you needed to physically go stand in a line to get help. You’d take a Ticket and queue until the customer service team could resolve your issue. The customer would then leave with their patched up fax machine, and you’d never see them again. Thankfully, the Internet arrived and we were…
Do you know what your support process looks like to a customer? It’s pretty easy to see what it looks like on your side. Internally, you get a ticket, you do some troubleshooting and send back a reply. Maybe your customer will get a survey once it’s resolved. Easy right? From the perspective of the…
There are a lot of mixed messages in Customer Supportlandia these days. “We should be delighting our customers with pizzeria searches and long conversations.” “Social Media is *the* new support channel.” “Let’s give customers a multichannel experience and let *them* choose how they want to contact us.” The result? Tragically overstuffed support websites. Tiny search boxes,…
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, sit back and watch the leads roll in. Right? Not quite. When NPS surveys don’t lead to action, it becomes a vanity metric that means very little to your business….
Believe it or not, there is such a thing as too much help. Unfortunately, too much help often isn’t helpful at all. For example, take a look at the design of this iPhone 5 FAQ page from Sprint: What’s wrong with this FAQ page design example? No focus. You don’t know where to look first, second, or…
We like to think that the more choices we have, the happier we are. More choices equals more freedom, right? Who doesn’t like freedom? This is the fundamental concept that brought us food courts and Amazon. Barry Schwartz the paradox of choice Barry Schwartz, psychologist and author of The Paradox of Choice: Why Less Is…
As a team of passionate self-service advocates, we’re surprised that most people don’t see technical writing and content strategy in a similar light. It’s as if people believe that the need for smart, organized content ends when a prospect becomes a customer. Sure, content strategy exists to convert and sell, but it takes strong, well-written…