All Articles
Every Field Notes article — 129 in total — newest first.
3 days agoAug 28, 2026How to Use Grok Bot with Intercom (And What It Can Actually Do)Grok Bot's Intercom plugin is Intercom's own MCP server — it can search conversations, contacts, companies and Help Center articles, and write articles. Here's how to connect it, five jobs worth giving it, and the things it can't do.Tools & IntegrationsHow ToIntercom3 days agoAug 28, 2026Customer Support Enablement: A Quick OverviewCustomer support enablement explained: what it is, why it matters, and how a shared knowledge base helps support and product teams work faster.Foundations3 days agoAug 28, 2026What is First Contact Resolution? 6 Best Practices to Transform Customer InteractionsFirst contact resolution explained: what FCR is, why it matters, and 6 best practices to resolve customer issues on the first interaction.Foundations3 days agoAug 28, 2026Customer Service Manager Role, Skills & KPIsCustomer service manager responsibilities: how managers oversee daily operations, shape customer experience, and lead modern support teams.Team & Leadership3 days agoAug 28, 2026Customer Service Dashboard Examples: Boost Support EfficiencyCustomer service dashboard examples: how to track resolution time, CSAT, and agent performance with dashboards that drive decisions.Tools & Integrations3 days agoAug 28, 202610 CX Analytics Tools for 2026Customer experience analytics tools: the top platforms for 2026 to uncover pain points and understand what drives satisfaction.Customer Experience3 days agoAug 28, 20268 CX Dashboard Examples for 2026Customer experience dashboard examples: 8 CX dashboards for 2026 that visualize the metrics behind satisfaction and loyalty.Tools & Integrations3 days agoAug 28, 2026What is CSAT? A Complete Guide to Measuring Customer SatisfactionWhat is CSAT? A complete guide to the customer satisfaction score: what it measures, why it matters, and how to measure it effectively.Foundations3 days agoAug 28, 202617 Most Common Customer Service Job Titles (SaaS & Tech)Customer service job titles: the 17 most common roles in SaaS and tech, from support rep to escalation manager, and when each is used.Foundations3 days agoAug 28, 202633 Customer Support Tools for 2026Compare 33 customer support tools across help desks, quality assurance, AI, reporting, knowledge management, voice, and team collaboration.Tools & Integrations2 weeks agoAug 13, 2026What's New in Intercom: The Releases Worth Changing Your Settings ForIntercom's latest releases, filtered to the ones that change how work reaches your team, with the settings worth changing and numbers to start from.What's New in IntercomIntercomSupport Ops3 weeks agoAug 9, 2026Intercom CSAT Benchmarks: What’s a Good CSAT Score in 2026?What is a good CSAT score in Intercom? See practical CSAT benchmarks for support teams, human agents and AI support, plus how to improve yours.Metrics & MeasurementCSATMetrics1 month agoAug 1, 2026Every Intercom Release in July 2026: The Complete ListAll 25 Intercom releases from July 2026, dated and grouped by product area, with a note on which ones actually need you to change a setting.What's New in IntercomIntercomSupport Ops1 month agoJul 8, 2026How to Turn a Customer Support Dashboard Into a Weekly Operating SystemUse a weekly operating loop (detect, investigate, decide, assign, and verify) to turn customer support metrics into measurable improvement.Support OperationsMetricsSupport OpsEssay2 months agoJun 28, 2026Why Your Average CSAT Score Can Hide the ProblemAverage CSAT hides response rate, sample size, distribution, segment differences, volatility, and unrated conversations. Learn what to show beside it.Metrics & MeasurementCSATMetricsEssay2 months agoJun 18, 2026Seven Metrics Every Customer Support Dashboard Should ShowBuild a balanced support dashboard with volume, responsiveness, resolution, surveyed CSAT, response rate, satisfaction coverage, QA, and DSAT.Metrics & MeasurementMetricsSupport Ops2 months agoJun 10, 2026How AI Can Help Managers Coach Every Support Agent Without Generic AdviceUse AI to find repeated conversation patterns and prepare individualized coaching, while managers retain context, judgment, and responsibility.Team & LeadershipCoachingAI QAEssay2 months agoJun 8, 2026How to handle off-policy requests in Intercom without losing contextOff-policy requests in Intercom: how to get manager approval without leaving the inbox or losing customer context.Support OperationsHow ToSupport Ops2 months agoJun 7, 2026How to use Approvals: request and approve support decisions from Intercom to SlackA step-by-step guide to requesting approvals from the Intercom inbox, deciding in Slack, and keeping a clear record of who approved what and why.Supportman FeaturesHow To2 months agoJun 6, 2026How to create an audit trail for customer support decisionsA support decision audit trail keeps every approval and reason retrievable, not buried in Slack DMs. What to capture and how to build one.Support OperationsHow ToSupport Ops2 months agoJun 5, 2026How to build a refund approval workflow for your support teamA refund approval workflow routes exceptions to a manager, captures the reason, and stores the record. How to build one your finance team can trust.Support OperationsHow ToSupport Ops2 months agoJun 4, 2026Why "use your judgment" is not a refund policyTelling agents to use their judgment produces inconsistent refunds and anxious agents. A real policy needs a threshold, an exception path, and a record.Support OperationsEssaySupport Ops2 months agoJun 3, 2026The hidden cost of the shoulder-tap, how informal support approvals hurt teamsThe shoulder-tap approval (a quick DM, a verbal yes) feels fast and trustworthy. Measured across a team over months, it is a slow leak of manager time, inconsistent decisions, and records that do not exist.Support OperationsEssaySupport Ops3 months agoJun 2, 2026Why customer support teams need an approval process (and most don't have one)Most support teams have no formal approval process, refund decisions, credits, and exceptions happen via DM with no record. Here is what a proper workflow needs and how to build one.Support OperationsEssaySupport Ops3 months agoJun 2, 2026Why Some Agent Feedback BackfiresFeedback can reduce performance when it targets identity, lacks evidence, or offers no next step. Learn how to coach support agents from task-level evidence.Team & LeadershipCoachingEssay3 months agoJun 1, 2026How to set up a dedicated DSAT channel in SlackDSAT channel setup in Slack: route negative CSAT ratings to a dedicated channel so leads act fast without losing team-wide visibility.Supportman FeaturesHow To3 months agoMay 27, 2026How to share Intercom conversations to SlackShare any Intercom conversation to a Slack channel or DM it to yourself in a few clicks - from the Supportman Inbox App inside Intercom.Supportman Features3 months agoMay 25, 2026How to Turn Customer Support QA Scores Into a Coaching PlanA practical coaching framework that turns rubric scores into conversation evidence, a specific performance gap, deliberate practice, and follow-up.Team & LeadershipCoachingQA RubricsHow To3 months agoMay 17, 2026The Anatomy of a Useful Weekly Customer Support ReportDesign a weekly report that shows volume, responsiveness, ratings, quality, context, and the one decision your support team should make next.Support OperationsMetricsTemplateSupport Ops3 months agoMay 15, 2026Every Intercom Metric, ExplainedWhat every metric in Intercom's dashboards actually measures, which ones are missing or plan-gated, and where the reporting leaves blind spots.Metrics & Measurement3 months agoMay 10, 2026Net Promoter Score (NPS): What It Is, How to Calculate It, and What to Do With ItNPS is a single-question survey that measures advocacy potential - whether customers trust your product enough to recommend it to others.Metrics & Measurement3 months agoMay 9, 2026Team Report or Agent Report? Why Support Leaders Need BothTeam reports diagnose systems. Agent reports support individual development. Learn how to use both without turning support metrics into an unfair ranking.Support OperationsMetricsSupport OpsEssay4 months agoMay 1, 2026Why Your Support Team Needs a Weekly Quality ReviewWeekly support reporting creates a short feedback loop without overreacting to individual tickets. Learn what to review and how to turn it into action.Support OperationsMetricsSupport OpsEssay4 months agoApr 23, 2026DSAT Is an Operations Signal, Not Just an Agent ScoreLearn how to classify DSAT by agent, product, policy, process, tooling, and customer factors, then turn negative ratings into measurable fixes.Support OperationsCSATMetricsSupport Ops4 months agoApr 15, 2026Why Positive CSAT Belongs in Your Support Training ProgramCustomer praise can do more than lift morale. Learn how to turn positive CSAT comments into behavioural examples for onboarding, QA, and coaching.Team & LeadershipCSATCoachingEssay4 months agoApr 7, 2026The Service Recovery Paradox Is Not a StrategyCan a recovered service failure create more loyalty than a flawless experience? Sometimes, but the effect is conditional and never a reason to tolerate preventable failure.Customer ExperienceCSATEssay5 months agoMar 30, 2026What to Do When a Customer Leaves a Negative CSAT RatingA practical DSAT recovery workflow: detect the rating, review context, acknowledge impact, take ownership, resolve the issue, and capture the root cause.Feedback & SurveysCSATHow ToSupport Ops5 months agoMar 22, 2026How to Build a Support-Wins Slack Channel Without Creating a LeaderboardCreate a Slack recognition channel that makes customer praise timely, specific, equitable, and useful, without turning support into a popularity contest.Team & LeadershipSlackCoachingHow To5 months agoMar 14, 2026AI Quality Assurance for Support: How to Calibrate the JudgeAutomated support QA needs a custom rubric, human calibration set, attribute-level agreement checks, confidence thresholds, and an appeal process.Support OperationsAI QAQA RubricsHow To5 months agoMar 6, 2026Celebrate the Wins: Why Every Support Team Needs a Shared Recognition ChannelCustomer support teams track what goes wrong; wins get lost. Here's why every team needs a shared recognition channel in Slack.Team & LeadershipSlackCoachingEssay6 months agoFeb 27, 2026How to Validate Predicted CSAT Before You Use ItA practical guide to calibrating AI-predicted CSAT using customer ratings, error analysis, subgroup checks, confidence thresholds, and human review.Metrics & MeasurementCSATAI QAHow To6 months agoFeb 20, 2026The Five Dimensions of Customer Support QualityCSAT tells you how respondents felt. A support QA rubric explains why. Learn the five dimensions that make conversation quality measurable.Support OperationsQA RubricsMetricsEssay6 months agoFeb 12, 2026How to Build a Customer Support QA Rubric Agents Can Actually UseCreate a fair, specific customer-support QA rubric with weighted attributes, observable criteria, real examples, and a repeatable calibration process.Support OperationsQA RubricsHow ToSupport Ops6 months agoFeb 4, 2026What Is 100% CSAT Coverage?Learn how surveyed ratings and AI-predicted CSAT work together to create a satisfaction signal for every eligible support conversation.Metrics & MeasurementCSATAI QAEssay7 months agoJan 27, 2026Your CSAT Score Is Missing Most of Your CustomersMost customers never complete a CSAT survey. Learn how nonresponse and positivity bias affect support reporting, and how predicted CSAT fills the gap.Metrics & MeasurementCSATMetricsEssay1 year agoMay 27, 20254 Effective Customer Service Workflows Explained (Your Cheat Sheet)Customer service workflows: 4 effective workflows explained, a cheat sheet for boosting efficiency and delivering better support.Foundations1 year agoMay 27, 202534 Call Center Scripts for Exceptional Customer ServiceCall center scripts for customer service: 34 ready-to-use scripts for frustrated customers, technical support, and everyday inquiries.Tools & Integrations1 year agoMay 27, 2025Customer Service Quality Assurance: A Complete Guide to Enhancing Agent PerformanceCustomer service quality assurance: a complete guide to building a QA process that improves agent performance and service consistency.Team & Leadership1 year agoMay 27, 2025The 14 Top Customer Service Metrics Every Team Should TrackCustomer service metrics: the 14 top metrics across satisfaction, volume, responsiveness, effectiveness, and self-service worth tracking.Metrics & Measurement1 year agoMay 27, 2025How Customer Support Operations are the Backbone of Customer Service ExcellenceSupport operations owns the tooling, workflows, QA, and reporting that keep a support team running. What the function does and when to add it.Support Operations1 year agoMay 27, 2025The Top 16 AI Customer Service Software in 2025AI customer service software: the top 16 platforms in 2025 for intelligent automation and better customer experiences.Tools & Integrations1 year agoMar 22, 2025Mastering Escalation Management Best PracticesEscalation management best practices: how to resolve issues before they spiral, protect your brand, and keep customers happy.Team & Leadership1 year agoMar 20, 20258 Customer Feedback Examples to Boost Your BusinessCustomer feedback examples: 8 real examples showing what great feedback collection looks like and how to act on it for growth.Feedback & Surveys1 year agoMar 19, 2025How to Scale Customer Support: Proven StrategiesHow to scale customer support: proven strategies to grow your support operation without sacrificing quality or customer retention.Support Operations1 year agoMar 16, 2025The 8 Most Important Customer Service KPIsThe eight KPIs worth tracking, FCR, CSAT, NPS, AHT, CES, retention rate, SLA compliance and CLV:CAC: what each measures and what a good number looks like.Metrics & Measurement1 year agoMar 14, 2025Negative Feedback Example: 8 Real CasesEight worked examples of negative feedback loops, thermostats, blood glucose, performance reviews, complaint systems, and how each keeps a system stable.Feedback & Surveys1 year agoMar 13, 2025CSAT Survey Template: Drive Customer Satisfaction SuccessCSAT survey templates: what makes an effective one, and how to use them to gather customer feedback that drives better decisions.Tools & Integrations1 year agoMar 12, 2025Weekly Performance Report TemplateWhat a weekly performance report should contain, template structures for sales, marketing and support teams, and how to automate it sensibly.Tools & Integrations1 year agoMar 11, 2025Real Time Customer Insights: Boost Your StrategyReal-time customer insights let you make informed decisions in the moment. How to capture them and use them to anticipate customer needs.Feedback & Surveys1 year agoMar 9, 2025How to Improve First Contact Resolution: Expert TipsHow to improve first contact resolution: expert tips for resolving customer issues on the first try and lifting FCR rates.Metrics & Measurement1 year agoMar 8, 2025Customer Feedback Analysis Template: Boost SuccessCustomer feedback analysis template: a structured approach to turning customer comments into actionable business improvements.Tools & Integrations1 year agoMar 6, 2025CSAT Score Calculator: Boost Customer SatisfactionCSAT score calculator: how to calculate customer satisfaction scores, why they matter, and how to use them to improve support.Metrics & Measurement1 year agoMar 4, 2025Continuous improvement in customer service: 7 proven tipsContinuous improvement in customer service: 7 proven tips to turn support from a cost center into a driver of profitability.Team & Leadership1 year agoMar 3, 2025Proactive Support Strategies: Elevate Your ServiceProactive support anticipates customer problems before they become tickets. Strategies to move your team beyond the reactive break-fix model.Team & Leadership1 year agoMar 2, 2025How to structure help center for self-service successHow to structure a help center for self-service success: organize articles so customers find answers fast and support tickets drop.Tools & Integrations1 year agoMar 2, 2025Discover Proven Ways to Reduce Call Center CostsReduce call center costs without hurting service quality. The hidden cost drivers behind rising expenses and proven ways to bring them down.Support Operations1 year agoFeb 27, 2025What Is a Help Center? Your Guide to Effective SupportA help center is more than a FAQ page: it lets customers solve problems themselves and cuts support workload. Learn what makes one effective.Foundations1 year agoFeb 26, 20259 Best Help Center Examples to Boost SupportHelp center examples: 9 of the best, and what makes each work, to inspire self-service that deflects tickets and delights customers.Tools & Integrations1 year agoFeb 18, 2025Top 10 Customer Feedback Analysis Tools to Enhance Customer ExperienceCustomer feedback analysis tools: the top 10 platforms for making sense of reviews, tickets, and surveys to improve customer experience.Feedback & Surveys1 year agoFeb 17, 2025The Ultimate Guide to Real Time Customer Feedback: Transform Your Business GrowthReal-time customer feedback lets you act at key moments instead of waiting on delayed surveys. How to collect it and turn it into improvements.Feedback & Surveys1 year agoFeb 16, 2025How to Choose and Implement the Right Customer Feedback Management SystemCustomer feedback management systems: how to choose and implement the right one to turn customer insights into better decisions.Feedback & Surveys1 year agoFeb 15, 2025How to Analyze Customer Feedback: A Data-Driven Guide for Actionable ResultsHow to analyze customer feedback: a data-driven guide to turning qualitative and quantitative feedback into practical improvements.Feedback & Surveys1 year agoFeb 14, 2025Service Level Agreement Best Practices: A Complete Guide for Successful SLA ManagementService level agreement best practices: the key components, realistic targets, and communication habits that make SLAs work for both sides.Team & Leadership1 year agoFeb 10, 2025CSAT vs DSAT: What's the Difference? Definitions, Formulas and BenchmarksCSAT counts the positive ratings, DSAT the negative, and they never add up to 100%. Both formulas, benchmarks, and how BPO contracts report them.Foundations1 year agoFeb 7, 202525 Examples of Open-Ended Questions That Transform Your Research & ConversationsOpen-ended questions unlock richer answers than yes/no prompts. Learn how to ask them well in research, support, and everyday conversations.Feedback & Surveys1 year agoFeb 6, 2025Building Customer Rapport: A Step-by-Step Guide to Creating Lasting Relationships That Drive GrowthBuilding customer rapport: a step-by-step guide to creating lasting customer relationships that drive revenue and growth.Retention & Loyalty1 year agoFeb 2, 2025How to Improve Team Collaboration: A Data-Driven Guide for Modern WorkplacesHow to improve team collaboration: a data-driven guide to helping teams work together, ship faster, and boost productivity.Team & Leadership1 year agoFeb 1, 2025How to Improve Customer Satisfaction: A Complete Guide to Happier CustomersHow to improve customer satisfaction: a complete guide to happier customers who drive repeat purchases, referrals, and loyalty.Metrics & Measurement1 year agoJan 31, 2025Customer Service Best Practices That WorkThe practices that actually change service quality, speed without sloppiness, consistency across channels, real personalisation, and recovery when it fails.Team & Leadership1 year agoJan 30, 20257 Game-Changing Keys to Elevate Your Customer Service QualityCustomer service quality: 7 game-changing keys to elevate your support and meet rising expectations for personalized service.Team & Leadership1 year agoJan 26, 2025How to Improve Customer Satisfaction: A Strategic Guide for Business GrowthHow to improve customer satisfaction: a strategic guide to how satisfaction affects revenue, retention, and business growth.Metrics & Measurement1 year agoJan 16, 2025Customer Service Coaching: The Complete Guide to Building High-Performing Support TeamsCustomer service coaching: the complete guide to building high-performing support teams through deliberate skills development.Team & Leadership1 year agoJan 12, 2025How to Measure Customer Satisfaction: A Complete Guide That Actually WorksHow to measure customer satisfaction: a complete guide that goes beyond basic surveys to capture what customers really think.Metrics & Measurement1 year agoJan 8, 2025How to Apologize to Customers: The Complete Guide for Building Trust Through Service RecoveryHow to apologize to customers: a complete guide to service recovery, the psychology of effective apologies, and rebuilding trust.Team & Leadership1 year agoJan 7, 2025How to Ask Customers for Feedback: Your Actionable Guide to Capturing Valuable InsightsHow to ask customers for feedback: an actionable guide to capturing insights, including why most unhappy customers never speak up.Feedback & Surveys1 year agoJan 6, 2025What Makes a Good Customer Experience? A Practical Guide to Delighting Modern CustomersWhat makes a good customer experience? Close the gap between what brands think they deliver and what customers actually feel, with practical steps.Customer Experience1 year agoJan 4, 2025How to Handle Customer Complaints: A Complete Guide for Converting Dissatisfied Customers to Brand AdvocatesHow to handle customer complaints: a complete guide to turning dissatisfied customers into brand advocates.Team & Leadership1 year agoJan 3, 2025How to Improve Customer Service: Expert Strategies That Drive GrowthHow to improve customer service: expert strategies for building a data-driven foundation and driving growth through better support.Team & Leadership1 year agoDec 31, 2024The Ultimate Guide to Personalized Customer Service: Transform Customer Experience Through CustomizationPersonalized customer service is now the expectation, with 76% of customers demanding it. Learn how to treat customers as individuals at scale.Customer Experience1 year agoDec 25, 2024The Ultimate Guide to Customer Service Training Programs: Game-Changing Strategies That Drive GrowthCustomer service training programs directly affect retention and revenue. Learn how to design, run, and measure a program that pays off.Team & Leadership1 year agoDec 24, 2024Call Center Quality Management: A Comprehensive Guide to ExcellenceCall center quality management: a comprehensive guide to building QA programs that improve customer satisfaction and business outcomes.Support Operations1 year agoDec 23, 2024The Ultimate Customer Retention Playbook: Proven Strategies for Growth-Focused LeadersCustomer retention is cheaper than acquisition. A playbook of proven strategies to keep customers, reduce churn, and grow revenue.Retention & Loyalty1 year agoDec 20, 2024How to Improve Net Promoter Score: Your Complete Guide to Higher NPS ResultsHow to improve Net Promoter Score: a complete guide to diagnosing your current NPS and driving higher results.Metrics & Measurement1 year agoDec 18, 2024The Critical Importance of Customer Loyalty: How Top Brands Build Lasting SuccessCustomer loyalty drives lasting success. Learn how top brands build loyal customer bases and the impact on key business metrics.Retention & Loyalty1 year agoDec 17, 2024How Employee Engagement and Customer Satisfaction Create Unstoppable Business SuccessEmployee engagement and customer satisfaction are deeply linked. Learn how engaged teams create better customer experiences and results.Team & Leadership1 year agoDec 16, 2024Unlocking Business Growth Through Customer Satisfaction and Loyalty: A Data-Driven PlaybookCustomer satisfaction and loyalty drive lasting growth. Learn why points and discounts fall short and how to build real customer relationships.Retention & Loyalty1 year agoDec 14, 2024NPS Survey Best Practices: A Field Guide to Actionable Customer FeedbackNPS survey best practices that turn scores into action: when to ask, how to phrase questions, and how to use feedback to drive loyalty and growth.Metrics & Measurement1 year agoDec 13, 2024Automated Quality Management (AQM): From Manual Processes to Digital ExcellenceAutomated quality management (AQM) explained: how teams move from manual checklists to digital systems that monitor and improve quality.Tools & Integrations1 year agoDec 12, 2024CSAT vs. NPS: Which Customer Satisfaction Metric Is Right for You?CSAT vs NPS: how the two customer satisfaction metrics differ, when to use each, and how to pick the right one for your business.Metrics & Measurement1 year agoDec 12, 2024Customer Journey Mapping Examples: A Practical Guide from Leading BrandsCustomer journey mapping examples from leading brands: a practical guide to mapping touchpoints and spotting opportunities to improve CX.Customer Experience1 year agoOct 7, 2024The Secret to Great Customer Support: Trust, Respect, and Sustainable Team PracticesCustomer support teams thrive on trust, respect, and sustainable practices. Learn how these foundations enable great service at scale.Support Operations2 years agoAug 8, 2024How to De-escalate an Angry Customer: 5 StepsFive steps to calm an angry customer, centre yourself, listen, empathise, rebuild trust, agree a fix, with the exact wording to use at each one.Team & Leadership2 years agoJul 19, 20247 tips for onboarding customer success managers to your teamOnboarding customer success managers well sets them up to drive retention from day one. Seven practical tips for your next CSM hire.Retention & Loyalty2 years agoJul 18, 2024Customer Service Tiers: The Benefits of Implementing This SystemCustomer service tiers explained: what tiered support is, its benefits, and how to tell if the model makes sense for your support team.Support Operations2 years agoMay 18, 202444 Hand-Picked Customer Service Quotes To Inspire Your TeamCustomer service quotes: 44 hand-picked insights from thought leaders and entrepreneurs to inspire your support team.Team & Leadership2 years agoMay 13, 2024What Is a Ticketing System? Everything You Need to Know to Implement It with EaseTicketing systems bring order to messy support inboxes. Learn how they work, what to look for, and how to pick the right one for your team.Foundations2 years agoMay 9, 2024How to Organize and Structure a Customer Service TeamCustomer service organizational structure: seven models for organizing your team by tier, function, product, segment, or location, and when each fits.Support Operations2 years agoMay 3, 2024From Sign-Up to Success: How To Create Great Customer Onboarding ExperiencesCustomer onboarding sets the tone for customer success. Learn practical ways to create great onboarding experiences from sign-up onward.Customer Experience2 years agoApr 25, 2024Ways to Connect Intercom and SlackConnect Intercom and Slack to cut context switching: ways to get conversations, ratings, and notifications where your team already works.Tools & Integrations2 years agoApr 25, 2024How to Send Intercom Conversation Ratings to SlackSend Intercom conversation ratings to Slack so your support team sees customer feedback instantly and can follow up while it still matters.Tools & Integrations2 years agoApr 19, 202419 Essential Customer Service Tips for Business SuccessCustomer service tips for business success: 19 essential practices to delight customers, handle issues well, and build lasting relationships.Team & Leadership2 years agoMar 29, 20246 Steps To Handle Difficult Customer ConversationsDifficult customer conversations happen to every agent. Follow these 6 steps to handle tough interactions with confidence and empathy.Team & Leadership2 years agoMar 20, 2024How Can Your Company Be Customer Oriented? Tips and Ideas To HelpCustomer oriented companies win more business. Learn practical tips and ideas to put customers at the center of everything your company does.Customer Experience2 years agoMar 13, 202412 Tips for Maximizing Slack For Your Customer Support TeamSlack can transform how your customer support team works. Twelve practical tips for better workflows, collaboration, and support enablement.Tools & Integrations2 years agoMar 6, 2024How To Set Effective Customer Service Team Goals (SMART & FAST)Customer service team goals: how to set SMART and FAST goals around CSAT, NPS, churn, and other metrics that drive better customer experiences.Team & Leadership2 years agoMar 4, 2024Customer Support vs. Customer Success: What Are The Differences?Customer support vs customer success: how reactive support and proactive success differ, where they overlap, and why your team needs both.Foundations2 years agoFeb 29, 202413 Customer Service Response Examples for Common QuestionsCustomer service response examples: 13 expert-crafted replies to common questions that boost satisfaction and keep support running smoothly.Team & Leadership2 years agoFeb 23, 2024Should You Outsource Customer Service? (Pros & Cons)Outsourcing customer service can solve seasonal spikes and burnout, but it has trade-offs. Weigh the pros and cons before you decide.Tools & Integrations2 years agoFeb 20, 202413 Best Intercom Integrations And Apps for Your Customer Service TeamIntercom integrations for customer service teams: 13 of the best apps to strengthen support, enrich customer data, and streamline collaboration.Tools & Integrations2 years agoJan 16, 2024What is Customer Success? (Your Simple Guide)Customer success is both a strategy and a business function. Learn what it means, why it drives retention, and how to help customers win with your product.Foundations2 years agoJan 12, 2024How to Create Great Support Documentation For Customers (And Your Team)Support documentation done right helps customers and agents alike. Get ten expert tips for writing docs your team will actually use.Tools & Integrations2 years agoJan 4, 2024What is Customer Service? (FAQs & What You Need to Know)Customer service explained: what it is, why it matters, and answers to the most common questions about delivering great support experiences.Foundations2 years agoJan 4, 202433 Creative Ideas For Customer Service & Customer Support Team NamesCustomer service team names: 33 creative ideas grouped by team type, plus tips for picking a name that sticks across the company.Team & Leadership2 years agoJan 3, 202419 Customer Service Skills That Every Support Team Should HaveCustomer service skills every support team needs: 19 essential abilities drawn from years of customer surveys, feedback, and market research.Team & Leadership2 years agoDec 14, 2023The 6 Major Types of Customer Service Documentation You Definitely NeedSupport team documentation keeps answers accurate and fast. Explore the six major types of customer service documentation every team needs.Support Operations2 years agoDec 11, 2023The Top 6 Skills Every Customer Service Team Lead Should HaveCustomer service team lead skills: the top 6 abilities every lead needs, from coaching and feedback to handling escalations and analyzing data.Team & Leadership2 years agoDec 8, 2023How To Create a Knowledge Base for Customer SupportCustomer support knowledge base guide: how to create one, the benefits for your team, and how AI-powered knowledge management speeds up support.Tools & Integrations2 years agoNov 21, 2023Customer Experience vs Customer Service: What’s the Difference?Customer experience vs customer service: how the two differ, how they relate, and why both matter across the customer journey.Foundations2 years agoOct 12, 2023What is a Customer Success Manager?Customer success managers drive retention and loyalty. Learn what the role involves, the skills it requires, and how to know when you need one.Foundations
Prefer us on Google