How to choose the best phone tool for your customer service team? Craig Stoss breaks down the important considerations so you can pick the right tool for your customers, your team and your business.
These nine customer retention strategies improve your onboarding, support, and feedback loops so you can effectively build loyalty and gain referrals.
Let’s go through some of the very first steps and processes you can start considering and implementing when you’re thinking about focusing on more customer-centric growth strategies.
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Let's take a look at some of the best companies to outsource customer support to, and what to look for when searching for an external team to handle your customer support operations.
Here are our best tips for giving employee feedback that improves performance and gives team members the tools they need to succeed, whether they’re on your sales team, customer service team, or quality assurance department.
What is follow-the-sun and why should you care? In this post we share an overview of what follow-the-sun means, why it is an important model for every business to consider and how to operationalize it.
Implementing quality assurance practices in your support environment will enable you to enhance the quality of customer interactions, ensure customer satisfaction, increase efficiency, and optimize performance.
Team building isn’t usually the first topic to be discussed about managing remote teams, but we shouldn’t ever underestimate its importance.
"Quality is alive and constantly changing. We’re always moving the goalpost to improve quality and, ultimately, customer experience." - Giulia Gasparin, QA Manager
Coalesce is a digital products agency based in New York that had a challenge: streamline testing and let their dev team focus on building new features - not on testing.
One of the most important elements of receiving feedback is understanding. Seems obvious, doesn’t it? Well, that’s not always the case. Sometimes “understanding” isn’t our immediate response to feedback, because we’re too busy being blinded by the “wrong things” we had pointed out to us during it.
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Erica started her career in marketing but moved into success and support roles 10 years ago, never looking back. Read how she built a 30-person support team from scratch that proved to be the growth engine for the company.
