Your sales team are banging on your door, asking what (and when!) new features are going to come. Your customers are getting annoyed, because features… Read More »How to Open Your Product Roadmap (and Make Everyone Happy)
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
Imagine the scenario where you’ve fully prepared for a webinar, your listeners have allocated free time to come and view your presentation for the next… Read More »The Art of Communicating a Crisis with Your Customers
Do you remember the TalkTalk data hack? Imagine working on that support team… You’d be picking up the phone or answering emails with just pure anger… Read More »Watch the Webinar: Weathering the Storm of Crisis Communications
Last week, Sarah Hatter of CoSupport and Sarah Chambers of Kayako joined forces to present a fantastic live webinar about the top five customer support… Read More »The Cheapest, Easiest, and Fastest Change in Customer Support Is Language
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… Read More »17 Tools to Help You Write the Perfect Email to Just About Anyone
If you’ve ever worked in telemarketing or cold calling, you might have had your supervisor come by and remind you put on a smile when… Read More »The Art of Talking Happy: 10 Ways to a Better Customer Support Vocabulary
Let’s break down one of the most disingenuous phrases in the English language: We appreciate your business. That, along with all the variations you hear… Read More »Why Does “I” Belong in Every Support Team’s Vocabulary?
There’s a myth out there that helpdesk service companies perpetuate about automation – that it will save your business money, that it’s stupid not to… Read More »How to Make Human-Friendly Customer Service Automation