Answering your oldest support queries first makes sense, but it doesn‘t always lead to the best customer experiences. Is fairness the best goal for support?
True customer focus requires the involvement of the whole team, not just support. Support-driven growth is the path to greater customer experiences.
You can provide great customer service without a help desk, but nothing replaces a well-written and architected knowledge base.
“Live chat customer service is hard to do well, but with the right execution, it can bring big benefits to your business.”
“How do messaging applications fit in with your email, live chat or other support channels? Should it replace or augment your support options?”
“Investing in ROI for customer service covers more than salaries and tools. Mat talks about the importance of leadership in ROI.”
The 5 most common predictions for customer support in 2017, from social support through to AI and chatbots, with helpful resources.
What's the balance between being helpful and being secure? We discuss ways to close the customer service security hole.