This is a guest post by Owen Enaohwo of Sweet Process. Are you looking to develop trust with your support team? Without this trust, they… Read More »Why Documented Procedures Improve Customer Support
Have you ever read documentation and ended up feeling more lost than before you read them? I know that happens to me all the time.… Read More »How to Format Your Knowledge Base Content For Every Learning Type
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… Read More »The Top 14 Tools for Running A Successful Support Team
How often does your support team respond to the same questions with the same response? Do you still see a repeat of the same enquiries… Read More »FCR: Reduce Your Volume, Not Your Focus
So, I’m a little bit of a Christmas nut. To be honest, I’m pretty sure this is how I come across for most of December:… Read More »3 Things I Learned about Managing Customer Support by Being Insane about Christmas
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… Read More »12 Support Pros Share Their Tips on How to Manage Support in the Holiday Season
Let’s set the scene – I’m sure you’ll recognize it. You’ve been hired as a customer service manager, tasked with delivering great customer service. But… Read More »How to Sell Better Customer Service to Your Board
We’re all familiar with the basic sales funnel – marketing passes leads on to sales, sales accepts them, converts leads to opportunities and then (hopefully!)… Read More »Want to Close More Sales? Segment Your Sales Funnel Stages
Content marketing can be for more than just gaining new customers — it can, and should, serve as an educational tool. If you attract users… Read More »How Content Marketing Helps You Support Customers, Not Just Win Them
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,… Read More »The 6 Step Guide to Mapping Your Support Journey
In What Goes into a Help Center Audit, we cover the eight basic steps of what to look for in your help center. In this… Read More »How to Do a Help Center Health Check
Believe it or not, your brand can be both too helpful, or not helpful enough. That is why FAQ page design – even with AI – is so important.