Why Customer Support is the Backbone of Business

In today’s environment, it is difficult for a company to sustain the competition as there are many companies with the same products and services. Now the concern is how does a company can differentiate from their rivals. Definitely, exceptional customer support can serve as one of the main differentiators.   Most of the companies fail […]

Exceeding Customer Expectations | 8 Scenarios On How to Deliver

Customer service is about supporting customers, right? Yes, but it can be so much more than that. Customer service has the ability to completely change the way people view your company. Your brand, your product, your mission, they all shape a customer’s views before and during their positive interactions. But the second they hit a […]

Did You Notice? Poor Customer Service is Costing You Big Deal

$75 billion!  Yes, the US companies leave such a massive amount on the table simply because of poor customer service. Although this number includes brands only in the USA, you can speculate that the number would grow exponentially large for global companies combined. In other words, focusing on quality of customer service would certainly yield […]

Must Know Customer Support Terms and Definitions

Every aspect of your business has its own terminology. These terminologies facilitate better internal communication and also improves their customer communications. Additionally, this helps in team and individual evaluation as well. In this post, we are listing the most common customer support terms and definitions. Customer Support Terms and Definitions Average Problem Resolution Time The […]

Why Should You Delete Your FAQ Page?

If you are wondering why users don’t read FAQ, then you are not alone in the world. There are several other companies investing their time, energy and resources in writing FAQs and still, users are coming on the support chat asking the same set of basic questions. When was the last time you went and […]

How To Hire For Customer Support/Service?

Don’t hire just because they Talk well Have prior experience in international support teams Have or don’t have the technical knowledge Are ready to take a pay cut Most successful teams are so because they have the right combination of product, team, distribution, and differentiation. Here the buzz word is team. Like your product or engineering team, your […]

Aligning Sales, Marketing, and Support for Revenue Growth

Business owners rely on a lot of metrics to evaluate whether their business is growing or taking a toll down the hill. Monthly active users, month-by-month growth rate, user retention rate and what not? But at the end of the day, what matters is how your overall revenue is fairing against the cost of acquiring customers. […]

How to Improve Customer Support?

Starting a company is not easy. What’s harder is hiring good people who buy-in into your vision. And what’s even harder than that? — It’s keeping your customers happy. Traditionally, the way to do this would be to hire enough manpower to cater to all the customers. A rather simple solution! Though it is not something that […]

Important Customer Support Team Metrics that You Should Consider

Why do we need support? Because Things break. And it takes time to fix things. And when things break customers get angry and frustrated. And when they need help, your support team is the one to take the mantle! Supporting customers is hard. But it shouldn’t be hard to analyze and measure your support teams performance. Of course, the […]

All You Need to Know About GDPR — Explained

Everyone is talking about it — What is GDPR, anyway? General Data Protection Regulation (GDPR) is the new European Union privacy law, approved in 2016 jointly by European Parliament, the Council of the European Union and the European Commission. GDPR will replace the existing European Data Protection Directive (which btw, came into the picture in 1995), […]

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