Category: Customer Service

3 Steps for Turning Your FAQs Into Valuable Knowledge Base Articles

3 Steps for Turning Your FAQs Into Valuable Knowledge Base Articles

Online and mobile applications are more popular than ever, and a plethora of useful tools are now available to small businesses and do-it-yourselfers. If you have a specific problem, a simple Google search will usually put you on the right track to find a solution. Once you actually find the... Read More»

How Apple's Tim Cook Handled a Customer Complaint, and What CEOs Can Learn From It

How Apple's Tim Cook Handled a Customer Complaint, and What CEOs Can Learn From It

In the age of the empowered customer, the cost of an unhappy customer can be astronomical. All it takes is one tweet, one YouTube video, or one reddit thread to spark a social-media PR nightmare. That’s why engaging with your customers has never been more critical. This is something that... Read More»

Why the Best Customer Service is Invisible

Why the Best Customer Service is Invisible

You’ve heard it time and time again—customer service is a very hands-on part of a business, and if you rely too much on technology, you’re driving away customers. This can certainly be true at times, but not all the time. In fact, the best customer service is invisible and readily... Read More»

6 Key Ways Customer Service Impacts Your Profits

6 Key Ways Customer Service Impacts Your Profits

Monty Python’s Dead Parrot sketch is a master class in complaining. We can all identify with customer John Cleese, as he becomes more and more frustrated with the appalling customer service being dealt out by Michael Palin. We’ve probably all been in a similar situation at some point. It’s easy... Read More»

Setting Goals for Social Customer Service in 4 Easy Steps

Setting Goals for Social Customer Service in 4 Easy Steps

Social customer service seems simple: help your customers when they reach out on social media. But while it’s easy to immediately grasp the value of this idea, implementation is an entirely different matter. Way before you begin to formalize your practice around social customer service, it’s critical to have a... Read More»

Three Ways to Wow Your Customers with Outstanding Support

Three Ways to Wow Your Customers with Outstanding Support

The internet has drastically changed the way customers and companies interact. Once upon a time, customers needed to call a helpdesk or mail a physical letter to get a response from a company. Now they have numerous ways to immediately voice their approval or disapproval of a company. With Twitter,... Read More»

7 Easy Ways to Turn Customer Support into Marketing

7 Easy Ways to Turn Customer Support into Marketing

If you’re like most businesses, you have a “support” link on your website where your customers can contact you with product issues or questions. It’s likely you’ve even built out a support team trained to minimize any fallout from these problems. If that’s the case, it’s time to call everyone... Read More»

Customer Support = The Most Important Team

Customer Support = The Most Important Team

Not that long ago, customers only ever really interacted with sales staff. The internet, and the way we buy things, has changed all that. ‘Pay as you go’ is the way we are going We have started to subscribe to things, rather than buy outright now: We stream music instead... Read More»

3 Customer Success Hacks You Didn't Know Your CRM Could Handle

3 Customer Success Hacks You Didn't Know Your CRM Could Handle

Customer Success Managers (CSM’s) in software-as-a-service (SaaS) companies live and die by their renewal rate. For that reason, any data a CSM can get to help her understand the health of a customer is worth its weight in gold. But data alone isn’t enough. Having the right data, at the... Read More»

5 Surprising Perks Of Customer Loyalty

5 Surprising Perks Of Customer Loyalty

You know plenty of ways to attract customers and you can probably rattle off a laundry list of reasons why customer service is important. You need an accessible, responsive support staff that knows how to give answers, an informative website that’s easy to navigate, and a transparent user policy. These... Read More»