Insights & Updates
Understanding buyer personas, and being able to quickly identify which segments new customers fall into, is critical to offering the right product or service to them. It’s a key part of the initial sale. It’s also incredibly helpful for customer support, as well.
As a customer service and support professional, stress is part of your job description. Let's look at the origins of stress and how you can adapt in the workplace.
No, getting a complaint doesn’t feel all that great. But complaints have tremendous value. The actions you take in response to a complaint can be the building blocks of a long-term relationship. Here's how.
Today, we’ll review some thoughts behind why people are “meaner” on the Internet - and what it means for your customer service efforts.
Adding a personal touch to your support experiences is extremely important. Personalization can make your customers feel extra cared for and supported.
Building a reputation for great customer support requires having employees who reflect the key characteristics necessary to be excellent customer service associates.
In a previous post, we sought to answer the questions on how people felt about the use of various automated, digital and traditional customer service mechanisms. We asked a few questions recently, and you answered. Here are the results.
Providing a great customer service experience doesn’t just start when you pick up the phone to answer a client question, or when you respond to a live chat message. It’s proactive. How?
Let's talk words today. Consider if you asked "What does great customer service mean?" to fifteen people you know. Fifteen of your customers.
Categories are the basic building blocks used to organize your help desk. Choosing the wrong categorization strategy will have repercussions throughout your help desk, from inefficiencies in assigning requests to inability to accurately report on the types of requests you’re receiving.
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Page 5 of the HelpSpot blog. Help desk best practices, customer support tips, and insights on managing support workflows.
