Customer Service Articles

12 Tips for Maximizing Slack For Your Customer Support Team

Customer support teams rely heavily on efficient communication and collaboration to deliver exceptional service.  Slack, with its powerful features and...

Read More

Help Desk Ticket Categories: What are the best practices to organize your tickets?

Without a solid ticket categorization strategy, your customer support team will hit some snags.  Reporting gets hard.  Ticket assignments get...

Read More

How To De-Escalate An Angry Customer (Expert Guide)

After ten years in customer support, de-escalating customers is still the hardest and the most rewarding part of my job....

Read More

7 tips for onboarding customer success managers to your team

You’ve just hired another customer success manager and are excited about growing your team. This new hire to the customer...

Read More

Customer Service Tiers: The Benefits of Implementing This System

Whether you’re a seasoned vet or the team rookie, if you work in customer service, there’s a good chance you’ve...

Read More

What is First Contact Resolution? 6 Best Practices to Transform Customer Interactions

As an agent, the ideal customer interaction probably looks something like this: You pick up a call from a frustrated...

Read More

What Is a Ticketing System? Everything You Need to Know to Implement It with Ease

Handling hundreds of customer inquiries a day via Slack or a shared inbox is obviously messy.  You won’t have clear...

Read More

How to Organize and Structure a Customer Service Team

One company maintains a small customer support team of 100 people and still manages great resolution times, amazing customer satisfaction,...

Read More

From Sign-Up to Success: How To Create Great Customer Onboarding Experiences

You’ll never get a second chance to make a first impression. Your customer onboarding process is that first impression. That’s...

Read More

19 Essential Customer Service Tips for Business Success

The key to standing out is not just in the products you offer but also in how you serve your...

Read More

12 Best AI Customer Service Software for 2024

Get a comprehensive review of several top customer support platforms, including Help Scout, Tettra, Hiver, and others, each designed to...

Read More

17 Most Common Customer Service Job Titles (SaaS & Tech)

Understanding the various roles within this field is crucial for businesses aiming to enhance their customer support systems and for...

Read More

The 14 Top Customer Service Metrics Every Team Should Track

Effectively managing a customer service team demands substantial resources and effort. But how can you gauge the effectiveness of these...

Read More

What is CSAT? Explaining The Customer Satisfaction Score

There are many ways to measure how customers feel about your product or service, and CSAT (Customer Satisfaction) is one...

Read More

6 Steps To Handle Difficult Customer Conversations

Everyone’s come across horror stories from customer service about that completely unreasonable customer who raged at a poor, beleaguered employee....

Read More

Customer Service Quality Assurance: The Process for Support Success

How can you know if your customer service meets the mark?  As you scale your customer support team, it can...

Read More

Use a Call Center Knowledge Base to Enhance Customer Service & Agent Efficiency

Call centers are constantly searching for methods to enhance the quality of their service and streamline operations.  With multiple touchpoints...

Read More

How Can Your Company Be Customer Oriented? Tips and Ideas To Help

A company’s customers are its load-bearing pillars. They’re vital for making things work in today’s increasingly competitive and oversaturated market...

Read More