Question: When is a self-service writer a diplomat? Answer: When they are a writing a knowledge base to help customers solve their problems quickly and reduce… Read More »5 Best Practices for Keeping a Killer Knowledge Base
Working in customer support can leave you feeling like an unrecognized or unsung hero. Praise is often in short supply and there is a lack… Read More »Is Emotional Intelligence Key To Outstanding Customer Service?
Potential buyers are treated like the biggest VIPs in the universe. What happens after they buy? Are they given smooth onboarding? Is there a direct… Read More »Why Community Is Your Most Valuable After-Sales Service Asset
The term ‘customer service’ evokes nostalgia for sales clerks in long aprons in country town emporiums. Some see it as the old-fashioned version of customer… Read More »Customer Support vs Customer Service: The Subtle Differences
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
Finding your comfort level in a new job can be arduous for you, and your colleagues as you absorb your responsibilities. For customer support managers… Read More »4 Tips to Ace Your First 90 Days as a Support Manager
Can you imagine a world where customer service was over physical mail? You sit down at your typewriter, write out a wordy letter, send it… Read More »The History of Customer Service: Ticket Troubleshooting to Proactive and Personal
I have always wondered how someone who loves to help people can ever get bored of that at some point in their career. Perhaps you… Read More »3 Untapped Opportunities for Preventing Customer Support Team Burnout
When you give your customers exceptional support, they are 4 times more likely to reward you with their loyalty. But what does exceptional support look… Read More »How to Boost Customer Retention with Unified Customer Support
Almost everybody would like to get paid more for the work they do… but not everyone has the ability or guts to ask for a… Read More »How to Get a Pay Rise as a Customer Support Manager
Did you know that customer support managers who work alone earn more than those who manage a team of agents? And did you know it… Read More »The Curious Case of Customer Support Manager Salaries
It might surprise you to know that there are three regular podcasts dedicated to nothing but customer support. With one of those having 100+ episodes,… Read More »Top Customer Support Blogs, Communities, Podcasts and Newsletters