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School of Support: Taking the Right Tone

Communicating tone online is hard, especially in customer support. Follow a few best practices and you'll say it right the first time and every time.

The New Definition of Customer Support

The definition of customer support has changed over time, but today providing good customer support benefits both customers and the companies that provide it.

Optimizing Your Help Desk Setup

If youโ€™re implementing a new help desk, or optimizing your existing setup, follow this checklist to ensure it goes smoothly for your customers and your team.

How Top Customer Service Teams Measure Performance

Customer service metrics are easy to measure, but what exactly should you track and how should you report on it?