“Contact us” forms usually fall down by the wayside when it comes to web design. Why? Because there’s a common misconception that contact forms are… Read More »Design a Contact Us Form That Doesn’t Ruin Customer Experiences
When you’ve worked in support for a while, especially for the same company, it can feel like Groundhog Day. You feel like you answer the… Read More »How to Write a Compelling Customer Support Email
Which survey will measure customer loyalty and show us who our best customers are and those at risk of churn? Customer surveys that measure advocacy, satisfaction, and effort don’t give… Read More »Measuring Customer Loyalty Shouldn’t Be Difficult
What do my customers want? This question is on the minds of most CEOs and managers who think about innovating and growing their companies. But… Read More »The Tipping Point for Loyalty Is Exceeding Customer Needs
Could your company be blamed for a failed essay? Warby Parker had better hope not. My @WarbyParker home try on package is arriving tomorrow and… Read More »What vCommerce Brands Get Right About Customer Experience
Identifying the service our customers want can be like trying to hit a clay-pigeon. We want to do our best to deliver the best support to… Read More »Why Exceeding Customer Expectations Can Make or Break a Business
Design standards are not top of mind for you as a customer support professional but they are critical to your customers’ experiences. Your customer wants… Read More »Analysis of the Top 100 eCommerce Help Centers
“I’m going away to make my art” is the dream of creatives. The idea that our work can be created in idyllic isolation, refined to… Read More »Get over Creative Blocks, Beat Resistance, and Do the Work
With more and more research supporting the notion that people prefer to help themselves rather than reach out to support, delivering exceptional self-service has become… Read More »Knowledge Management Is the Key to Self Service Success
Why worry about churn when you can just get new customers? New SaaS companies are obsessed with growth, and for some reason, startups have this… Read More »The 4 Best Retention Strategies to Reduce Customer Churn
I keep hearing about SaaS. How does it help with accounts? Account management isn’t new, but its role has evolved with the rise of Software… Read More »What Account Management Looks Like In The SaaS Era
There are hundreds of articles out there telling you how to write a better help center article. They’ll give you a lot of really great… Read More »The Secret to a Killer Knowledge Base Isn’t What You’d Think