Customer Support

As you bring new talent into your team, get your new hires off to the best possible start by helping them to integrate into your company structure, processes, culture and tone of voice....

Move beyond a simple knowledge base or FAQ and reap the benefits of a channel that’s efficient, functional, relevant and open 24/7....

Providing great support is hard, so it’s really important that managers understand how to motivate their team to keep them happy and productive....

Finding, recruiting and interviewing quality candidates can be a daunting experience at the best of times, but stick to the fundamentals and you’ll have a great fit in no time....

Numbers might not be everyone’s idea of fun, but they’re critical for guiding your team and keeping the rest of the company in the loop....

Customer Support sometimes doesn’t get the recognition it deserves, but a few easy tactics can help you and your team become superheroes in the eyes of the company....

It may be tempting to offer support through many channels, but do your customers really care? Learn how trimming the number of channels you offer can help improve service levels....

The landscape of tools and software for support teams is vast and ever-changing. Get up to speed with some of the emerging trends that can help give your support team the edge....

Your customer support team is firing on all cylinders and your customers are delighted. How do you take things to the next level?...

You can’t firefight forever. It’s time to get some fundamental tools and processes in place, so you can give consistently brilliant support to your customers....

Your customer support team is swamped, but it doesn’t have to be this way. Carving out time to think beyond the barrage of tickets, and being smart about your priorities, can turn things around....