Recent posts

A Guide to Basic Data Analysis

Distributing support workloads

Your team knows more about your customers than anyone else. Organize regular time out of the queue for them to work on long-term support projects that will benefit the whole company....

Onboarding customer support team members

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....

Self service done well: help your customers help themselves

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

Motivation and happiness: stay energized!

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

Hiring for customer support: getting it right

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....

Customer support metrics: how to choose them and define what success looks like

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....

Persuasion and buy in: how to sell customer support internally

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....

Support channel overload: less is more

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....

Customer support tools of the future

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....

Going above and beyond in customer support

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

Levelling up your customer support

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....