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

In today’s dream-of-being-a-unicorn SaaS environment, the terms “customer support” and “customer success” are thrown around alot; often interchangeably.  But what...

Whether your ticket volume feels manageable or overwhelming right now, there’s no getting around the importance of building out smooth...

Congrats! You’re heading up the efforts to create documentation for your support team. It’s a great privilege. “But I have...

Support teams are constantly dealing with change. They’re forced to think on their feet, adjust on the fly, and have...