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

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

Why Traditional Journey Mapping Needs a Reset Most businesses still rely on outdated customer journey mapping approaches that fail to...

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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...

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

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

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

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

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

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

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...

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

A customer service team's name is more than just a label; it's a symbol of identity, ethos, and commitment. As...

There are two essential ingredients for business success: a great product line, and great customer service. Providing stellar customer service...

What’s better than acquiring new customers? Simple: being able to retain current ones. It costs more to attract new customers...

What is Customer Enablement? Customer Enablement represents a pivotal strategy in modern business operations, aimed at empowering customers with the...

According to a study by Invoca, 76% of consumers are likely to stop doing business with a company after just...