In this post, we’ll explore how to effectively manage customer service on social media and how you can use these platforms to enhance your brand's reputation, create a community, and foster customer loyalty.
SaaS customer support best practices can make it easy for customers to find help and resolve their concerns, making them more likely to stay with your business.
Most companies undertake outsourcing as a means of achieving a specific business objective — including cost reduction, faster scaling, access to non-core expertise, and more. They select an outsourcing vendor who promises to fulfill these objectives and then negotiate a contract.
I hear this all the time, from startups, emerging companies, and even F500 businesses: we don’t need to talk to our customers, they are happy with chat, email, or any one of our self-service options.
The COVID-19 outbreak and the economic instability it triggered has touched every sector of the tech industry.
Nearshore outsourcing can help your team with tasks they don’t have bandwidth to complete. It’s a cost-effective way to hire professionals in similar time zones.
Founder are in search of “yes”. All day. Every day. That’s just how it goes. Whether you’re dealing with a potential cofounder, early employee, investor, or your first batch of customers, you are looking for the elusive “fuck yeah!”
Our friend Mercer Smith-Looper has been mentoring CX Leaders for years. In 2021 she opened the door and started a CX Leaders Peer Group with the goal of having CX Leaders share ideas and learn from each other. In this post she shares the key trends, hopes, fears and dreams that come up during these group sessions.
The other day, I had a really trying conversation with an online retailer. I’d tried to purchase something and, in the crossed wires of COVID-19, the package never arrived.
Customer service management (CSM) refers to how companies facilitate customer interactions. Here’s how your CSM strategy can improve your customer support.
Starting a CX team from scratch? Program Director Kyle Medutis shares three steps to building a solid relationship with product teams and getting customer pain points on the roadmap.
How many times have you canceled a one-on-one with your manager? How many times has your manager postponed yours? How many times have you rescheduled one with an associate?
