When you call the customer service team of a cable company to cancel your contract, you might expect small hiccups, but overall you expect it… Read More »How to Find, Hire, and Build Your Customer Support Team
Working in support means constantly upping your game. Aside from keeping up with new technologies – which make you revise documentation and saved replies – you’re… Read More »The 10 Most Important Customer Service Books to Kick Start Your Career
Handling angry customers? Learn strategies and email templates to manage upset customers effectively and improve their experience.
“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
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
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
Customer support teams focus their efforts on three goals: solve the problem, make the customer happy and set them up for success. In essence, the… Read More »Context is key. Introducing Customer Journeys and Conversations
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
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
Where do you begin when you develop a new product or feature? Product development can seem overwhelming. There are so many moving parts that trying… Read More »Why Support Should Have a Voice in Product Development
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