Why Your Satisfied Customers Still Leave You
This week, I left my gym and signed up with ClassPass. My other gym was fine! I liked the instructors, I was going often, and… Read More »Why Your Satisfied Customers Still Leave You
customer support
Support and the Single View of the Customer
Remember when marketers had giant ad budgets but no one could really tell how many people were clicking? Or how much of their work actually… Read More »Support and the Single View of the Customer
What Would Happen If You Quit Phone Support?
What if I told you that you could take your support phone off the hook, and there would be no consequences? Wait, wait… don’t do… Read More »What Would Happen If You Quit Phone Support?
Why Average Handle Time (AHT) Is a Terrible Metric
Everyday is a bad day when you’re a rep working at a customer service center that evaluates you by Average Handle Time (AHT). Average handle… Read More »Why Average Handle Time (AHT) Is a Terrible Metric
Should Your Helpdesk Be SaaS or Self-Hosted?
Back in 2005, our most common request from customers was for an on-premise helpdesk that they could host on their own servers. It was an… Read More »Should Your Helpdesk Be SaaS or Self-Hosted?
What Is a Helpdesk? What Isn’t a Helpdesk?
A help desk software enables customer care operators to keep track of customer requests and deal with their issues. For a software to be considered… Read More »What Is a Helpdesk? What Isn’t a Helpdesk?
The Art of Talking Happy: 10 Ways to a Better Customer Support Vocabulary
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
Rock Your Support: Tips, Secrets & Advice from Top Support Pros
We didn’t know quite what to expect when we set out late last year to approach a handful of support pros with an open, potentially clichéd… Read More »Rock Your Support: Tips, Secrets & Advice from Top Support Pros
Does B2B Customer Service Have a Self-Esteem Problem?
B2B Customer Service and low self esteem B2B customer service needs an intervention. The B2B customer experience is undergoing its first and fundamental shift towards… Read More »Does B2B Customer Service Have a Self-Esteem Problem?
The 23 Top Customer Support Pros You Need to Follow
Something BIG is happening. We’re seeing new communities grow around the world of customer service and support: new people, speaking a new language. We’re seeing customer support… Read More »The 23 Top Customer Support Pros You Need to Follow
The Rise of the Breakout Brand Advocate
My friend Chris just came back from the Ritz-Carlton with the most unbelievable story. Chris’ wife and kids were spending a few days at a Ritz-Carlton in Florida.… Read More »The Rise of the Breakout Brand Advocate
How to Make Human-Friendly Customer Service Automation
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
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