Over the past few years, all hands support has been touted as the pinnacle of cross-company customer service collaboration. And yet, it’s still undervalued as a… Read More »No Agent Is an Island: Why Collaboration Is Key to Great Customer Service
You’ve read all the classic books on customer service—Delivering Happiness by Tony Hsieh, How to Win Friends and Influence People by Dale Carnegie, and more. But… Read More »11 TED Talks Customer Service Videos to Inspire
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
Think about your ideal experience as a customer. It felt smooth and quick to get in touch with a sharp and friendly support person, right? You felt… Read More »Help Customers on the Support Journey and up the Loyalty Ladder
Entering a small shop or boutique where they know your name and respect your business feels inclusive and welcoming. But as small businesses become bigger and build… Read More »Customer Context Has a Serious Scaling Problem
This is a guest post by Mary Grace. She will guide you through why customer care is so important and how teams can feel empowered to… Read More »Building a Culture of Customer Care Isn’t Easy
Most people have dreamed of working from home: not having to commute, or spend time with people you don’t like and living on your own… Read More »Managing High Performing Remote Employees Is No Secret
In the age of disloyalty, it’s easy for your customer to jump ship from one subscription business or ecommerce store to another. How do you… Read More »How to Build Customer Trust One Interaction at a Time
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
So you’re having a baby, or thinking about having a baby. Or deciding when a baby may be in your future. Adding a tiny human… Read More »Use a 3 Step Plan to Prepare for Parental Leave
Anguish over your metrics failing to meet your performance benchmarks is tough for any support team. It can make you feel like you’re not doing your… Read More »3 Key Live Chat Metrics to Transform Team Performance
Narrowing down to a handful of posts to round up a year is tough. It’s easy to rush into 2017 without appreciating the good parts of… Read More »14 Articles to Help You Deliver Flawless Customer Experiences in 2017