Recent posts

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....

Firefighting in Customer Support

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....

The Center of Happiness

Simple Customer Support Self Care Card

Sometimes you’re so busy you barely have time to eat, and when you finally put your feet up, it’s hard to switch off. That’s why we’ve made this simple self-care card to keep on your desk. A reminder to take some time out, with little things you can do to help you de-stress....

Meet the Tickets

We asked customer support teams for their experiences and discovered nine ticket characters, common to every company and recognized across the globe....

Customer Support Heroes: Chef-turned-support-manager Ade Mitchell reveals the secret sauce to boosting productivity at Veeqo

This is the fourth part in our mini-series of stories from unsung heroes on the front lines of...

Customer Support Heroes: How Director of Customer Support Jodi Miller brought together the distributed support teams at PayByPhone

This is the third part in our mini-series of stories from unsung heroes on the front lines of...

Geckobot 2: Judgment Day

Heather Jones joined Geckoboard as Customer Success Champion in 2017. She has a keen interest in AI and...

Customer Support Heroes: How Head of Customer Services Johann Loibl efficiently scaled customer support at Zip Co

This is the second part in our mini-series of stories from unsung heroes on the front lines of...

Zendesk & Geckoboard: Some Suite Improvements

At Geckoboard we’re big fans of removing complexity where it’s not needed, so we were particularly...

Customer Support Heroes: The happiness-centered CS department with a human touch at DataBank IMX

This is the first part in our new mini-series of stories from unsung heroes on the front lines...