Blog - Supportman

Unlocking Cross Functional Team Collaboration: The Complete Guide to Building High-Performing Teams

The New Reality of Cross Functional Team Performance Team collaboration across departments is a must for successful businesses. When marketing,...

Nelson Joyce

The 10 Best Companies for Customer Experience in 2023

Elevating the Customer Journey: Creating Excellence in Customer Experience Creating great customer experiences isn't optional anymore - it's essential for...

Nelson Joyce

10 Operational Efficiency Metrics to Supercharge Your Business

Unlocking Peak Performance: Why Efficiency Metrics Matter Every business faces mounting pressure to improve performance and streamline operations. Whether you...

Nelson Joyce

Top 10 Customer Feedback Analysis Tools to Enhance Customer Experience

Transforming Customer Feedback into Business Value Understanding what your customers truly think and feel has become fundamental to business success....

Nelson Joyce

The Ultimate Guide to Real Time Customer Feedback: Transform Your Business Growth

Understanding the Strategic Power of Real Time Customer Feedback Real time customer feedback has become essential for understanding customer needs...

Nelson Joyce

How to Choose and Implement the Right Customer Feedback Management System

Understanding the Strategic Impact of Customer Feedback Management Smart companies know that customer feedback management is crucial for success. Collecting...

Nelson Joyce

How to Analyze Customer Feedback: A Data-Driven Guide for Actionable Results

Understanding the Foundations of Customer Feedback Analysis When it comes to improving your business, analyzing customer feedback is essential. This...

Nelson Joyce

Service Level Agreement Best Practices: A Complete Guide for Successful SLA Management

Understanding the Foundations of Effective SLAs A Service Level Agreement (SLA) creates the framework for success between service providers and...

Nelson Joyce

10 Proven Team Communication Strategies That Drive High-Performance Results

Understanding the Real Impact of Strategic Team Communication Good team communication forms the heart of successful teams. When team members...

Nelson Joyce

How to Improve Team Morale: 6 Science-Backed Strategies That Actually Work

Understanding the Impact of Team Morale on Business Success A motivated team can be the difference between success and failure...

Nelson Joyce

How to Calculate Customer Satisfaction: A Data-Driven Guide for Results

Building Your Customer Satisfaction Measurement Foundation Understanding customer satisfaction requires a thoughtful approach that goes beyond basic surveys. Just like...

Nelson Joyce

Essential Customer Rapport Building Strategies: Creating Trust-Based Business Growth

Understanding the Business Impact of Customer Rapport Building good customer relationships directly affects your company's success and growth. When you...

Nelson Joyce

How to Increase Staff Engagement: 7 Proven Strategies That Drive Results

The Business Impact of Employee Engagement When employees are truly engaged at work, it creates benefits that go far beyond...

Nelson Joyce

The Complete Quality Assurance Guide for Services: Building Excellence In Your Organization

Understanding Modern Quality Assurance for Services Quality assurance has evolved into a strategic approach focused on ensuring outstanding customer experiences....

Nelson Joyce

32 Customer Service Software for Your Support Team in 2025 (Best Digital Tools List)

Below, we broke down many of the top customer support tools, giving you a high level overview of what each...

Alisha Shibli

Service Quality Assurance: Transform Your Customer Experience Into a Competitive Advantage

Building a Modern Quality Assurance Framework Success in customer service starts with a solid quality assurance system. Rather than static...

Nelson Joyce

Building Customer Rapport: A Step-by-Step Guide to Creating Lasting Relationships That Drive Growth

Understanding The Business Impact of Customer Rapport Good customer rapport does more than create pleasant interactions - it directly affects...

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

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...

Maryna Paryvai

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...

Josh Spilker

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...

Josh Spilker

34 Customer Service and Call Center Scripts Your Support Team Can Use Today

In this blog post, we'll explore various customer service call center scripts and how implementing these strategies can significantly improve...

Josh Spilker

How To Set Effective Customer Service Team Goals (SMART & FAST)

Why set customer service team goals? Customer service team goals are crucial because they directly impact the quality of customer...

Josh Spilker

Customer Support vs. Customer Success: What Are The Differences?

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...

Ann-Marie Traas

13 Customer Service Response Examples for Common Questions

Navigating customer service in the SaaS industry requires tact, empathy, and a deep understanding of your product. This guide presents...

Josh Spilker

Should You Outsource Customer Service? (Pros & Cons)

You experience massive seasonal spikes in volume. Every year, your team scrambles to hire and onboard new agents during the...

Nouran Smogluk

13 Best Intercom Integrations And Apps for Your Customer Service Team

This guide dives into the most impactful Intercom integrations, spotlighting how they fortify customer support, enrich customer data, and streamline...

Eshan Pancholi

What Are Customer Support Operations? (Your Quick Guide)

Customer support operations is a critical component within your customer service. These teams hold a pivotal role in amplifying a...

Josh Spilker

What is Customer Success? (Your Simple Guide)

Customer success is both a strategy and a business function. As a strategy, customer success is about recognizing that if...

Tim Jordan

21 “Get to Know You” Questions for Customer Support & Service Team Members

Cohesion within your customer support team is paramount. Introducing 'Get to Know You' questions in team meetings can transform them...

Josh Spilker

4 Effective Customer Service Workflows Explained (Your Cheat Sheet)

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

Ann-Marie Traas

How to Create Great Support Documentation For Customers (And Your Team)

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

Ann-Marie Traas

What is Customer Service? (FAQs & What You Need to Know)

The digital landscape has undergone a major change since the arrival of COVID-19. Customer expectations have grown, particularly when it...

Andy Cook

Supercharge your support team