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
Service level agreements, or SLAs, are integral to any service-based industry. Most customer support teams have to adhere to SLAs, which are contractual agreements to… Read More »SLAs – More Than a Service Level Agreement?
When it comes to customer support, the ability to experiment, tweak and improve your service is a huge part of meeting your customers’ expectations. To… Read More »Customer Support Metrics – The Ultimate Guide
No business wants to lose customers. But before throwing more money at the marketing and sales departments, have you ever looked at why some customers… Read More »How to Increase Your Customer Retention Rate
Businesses are defined by what their customers say about them. And as social media platforms like Twitter and Facebook have risen up to the mainstream,… Read More »Social Customer Experience: How to Win in the World of Connected Customers
Here at Kayako we’ve spent the last 14 years giving people the tools they need to support their customers. Now we’re taking things a step… Read More »Kayako and CoSupport Take Austin: Join Us For Elevate Summit
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
Did you know that team size and tenure don’t make a difference in how much a customer support manager will be paid for their work?… Read More »4 Must-Read Stats on the State of Customer Support in 2016 [New Research]
We looked back with our best posts from the customer support community in 2015, now we’re looking forward with predictions for 2016. We’ve asked support… Read More »Customer Support Predictions for 2016
This year, we’ve seen the customer support community continue to grow, with small tribes setting up all over the internet and producing great support content.… Read More »The Best Posts From the Customer Support Community in 2015
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