Blog - Supportman

The Ultimate Guide to Customer Service Coaching: Transform Your Team into Exceptional Performers

Why Great Customer Service Coaching Changes Everything Customer service coaching has become essential for business success as expectations for exceptional...

Nelson Joyce

How to Improve Net Promoter Score: Your Complete Guide to Higher NPS Results

Decoding Your Current NPS Reality Getting a clear picture of your current Net Promoter Score (NPS) is essential before you...

Nelson Joyce

How to Write an Apology to Customer for Poor Service: A Science-Backed Guide

Understanding the Psychology of Customer Service Apologies When a company apologizes to customers for poor service, it's much more than...

Nelson Joyce

The Critical Importance of Customer Loyalty: How Top Brands Build Lasting Success

Understanding the True Impact of Customer Loyalty Customer loyalty means much more than just having repeat customers. When customers actively...

Nelson Joyce

How Employee Engagement and Customer Satisfaction Create Unstoppable Business Success

The Hidden Power of Employee Engagement A strong connection exists between engaged employees and business success. When employees feel deeply...

Nelson Joyce

Unlocking Business Growth Through Customer Satisfaction and Loyalty: A Data-Driven Playbook

The New Rules of Customer Loyalty Points and discounts alone won't keep customers coming back anymore. People now look for...

Nelson Joyce

How to Ask Open-Ended Questions: A Complete Guide to Better Conversations

Breaking Free from Yes/No Questions Simple yes/no questions can quickly shut down meaningful dialogue. In this section, we'll explore why...

Nelson Joyce

NPS Survey Best Practices: A Field Guide to Actionable Customer Feedback

Understanding the True Power of NPS Surveys The Net Promoter Score (NPS) is often misunderstood as just another business metric....

Nelson Joyce

Automated Quality Management: From Manual Processes to Digital Excellence

Understanding the Real Impact of Quality Automation Quality management has changed dramatically with the rise of automation. Gone are the...

Nelson Joyce

How to Calculate NPS: A Step-by-Step Guide

What is Net Promoter Score (NPS)? Net Promoter Score (NPS) is a widely used metric for understanding customer loyalty and...

Nelson Joyce

Formula for Net Promoter Score: A Deep Dive into Calculation and Interpretation

Understanding Net Promoter Score (NPS) In the world of customer experience, knowing how your customers truly feel about your brand...

Nelson Joyce

The Importance of Quality Assurance: Boosting Sales, Ensuring Customer Loyalty, and Driving Business Success

Quality Assurance Definition Quality assurance (QA) is more than a simple checklist; it's a comprehensive system for ensuring a product...

Nelson Joyce

CSAT vs. NPS: Which Customer Satisfaction Metric Is Right for You?

Introduction In the business world, listening to your customers is essential for success. This involves actively gathering and analyzing their...

Nelson Joyce

Elevate Your CX: A Comprehensive Guide to Customer Service Training Programs

Introduction to Customer Service Training In business, a happy customer often becomes a loyal one. This simple idea is the...

Nelson Joyce

Customer Service Manager Responsibilities: A 2024 Perspective

What is a Customer Service Manager? A Customer Service Manager is the bridge between a company and its customers. Their...

Nelson Joyce

Elevate Your Business: Essential Customer Experience Management Tools

Introduction to Customer Experience Management Tools In today's competitive market, exceptional customer service is essential for success. This requires a...

Nelson Joyce

How to Improve Customer Retention: Proven Strategies for Sustainable Growth

Understanding Customer Retention Customer retention is fundamental to sustainable business growth. It's the ability of a company to convert first-time...

Nelson Joyce

Enhancing Customer Service Skills: A Comprehensive Guide for 2024

Understanding Customer Service Fundamentals Exceptional customer service forms the foundation of any successful business. It's the key to earning customer...

Nelson Joyce

Improving Customer Service Skills: The Ultimate Guide to Boosting Customer Satisfaction and Loyalty

The Core of Customer Service Excellence Customer service is more than just answering questions; it's the foundation of any successful...

Nelson Joyce

Measuring Customer Service Performance: Key Metrics and Strategies

Introduction Understanding your customers is essential for any business striving to thrive. A key part of this understanding involves measuring...

Nelson Joyce

Best Practices for Customer Satisfaction: How to Keep Your Customers Happy

Understanding Customer Expectations At the heart of every thriving business is a deep understanding of customer expectations. This understanding is...

Nelson Joyce

10 Proven Customer Service Training Techniques That Drive Real Results in 2024

Why Traditional Customer Service Training Is Failing in 2024 Customer demands have grown more complex and nuanced than ever before....

Nelson Joyce

What is DSAT? The Complete Guide to Understanding Dissatisfaction Metrics That Matter

The Real Story Behind DSAT Metrics in 2024 When measuring customer experience, DSAT (Dissatisfaction Score) reveals what other metrics miss....

Nelson Joyce

Customer Journey Mapping Examples: A Practical Guide from Leading Brands

Why Traditional Journey Mapping Needs a Reset Most businesses still rely on outdated customer journey mapping approaches that fail to...

Nelson Joyce

CSAT and DSAT: A Complete Guide to Customer Satisfaction Metrics in 2024

Why Traditional Customer Satisfaction Metrics Need a Reset Basic CSAT and DSAT scores no longer tell the full story of...

Nelson Joyce

50+ Examples of Open-Ended Questions: A Research-Backed Guide for Getting Real Answers

Why Most People Ask the Wrong Questions (And How to Fix It) We often limit the value of our conversations...

Nelson Joyce

How to Ask Open-Ended Questions: Expert Playbook for Deeper Conversations & Insights

Breaking Down the Open-Ended Questions Advantage The ability to ask thoughtful open-ended questions is key to getting real insights from...

Nelson Joyce

How to Improve Customer Service: Battle-Tested Strategies That Drive Real Results

Understanding the True Impact of Customer Service Excellence Good customer service shapes much more than just individual interactions - it...

Nelson Joyce

Customer Service Training Programs: A Complete Guide for Building Service Excellence

The Reality of Service Training ROI Every company must balance the costs and benefits of customer service training. While some...

Nelson Joyce

Customer Service Quality Assurance: Transform Your Support Operations

The New Rules of Customer Service Excellence What makes great customer service has fundamentally changed. Basic metrics like speed are...

Nelson Joyce

Open-Ended Questions for Conversations: A Complete Guide to Deeper Connections

Understanding Why Open-Ended Questions Transform Conversations Open-ended questions do more than just keep a conversation going - they create real...

Nelson Joyce

DSAT Meaning: Measuring Customer Dissatisfaction in Customer Service

What is DSAT? Understanding what DSAT means is crucial for any business striving for success. DSAT, short for Dissatisfaction Score,...

Nelson Joyce

59 Customer Service Terms & Glossary

Whether you're scaling a support team, refining your processes, or simply looking to improve customer satisfaction, mastering key customer service...

Josh Spilker

The Secret to Great Customer Support: Trust, Respect, and Sustainable Team Practices

This is an excerpt from "Scaling Support Teams," an ebook from Supportman and Tettra. Delivering great customer service at scale...

Sam Siskind

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....

Steph Lundberg

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...

Jake Bartlett

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...

Ann-Marie Traas

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...

Nouran Smogluk

44 Hand-Picked Customer Service Quotes To Inspire Your Team

Customer support and service have become paramount in almost every business. They are the cornerstones of building strong customer relationships,...

Josh Spilker

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...

Maryna Paryvai

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,...

Nouran Smogluk

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...

Nouran Smogluk

Ways to Connect Intercom and Slack

Slack is where your team is at all the time. So why wouldn't you want to be notified of what's going...

Andy Cook

How to Send Intercom Conversation Ratings to Slack

Intercom conversation ratings help your support team know how they are doing. They help you understand how your customers feel about...

Andy Cook

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...

Josh Spilker

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...

Eshan Pancholi

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...

Josh Spilker

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...

Maryna Paryvai

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...

Jake Bartlett

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....

Nouran Smogluk

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