Practical guides for better customer support
Companies treat “knowledge” like squirrels hoard nuts. One team tuck away crucial info in private folders, another keeps tips in their heads, and newbies end up reinventing the…
Continue Reading →People no longer want to wait on hold over the phone or wait hours expecting a reply to their support ticket to find solutions to their problems. They…
Continue Reading →In today’s customer-centric world, people expect support on their own terms. A customer might reach you through social media or a live chat, and it is as important…
Continue Reading →Managing company policies and procedures shouldn’t feel like herding cats. Finding relevant docs, outdated info, users that just don’t go through policies at all are just some examples…
Continue Reading →Processes are the lifelines that run a business. Documenting processes — or the process of process documentation — lies at the heart of business process management and helps…
Continue Reading →In this beginner-friendly guide, I’ll demystify rule-based chatbots. What they are, how they work, where they shine (and struggle), and much more. By the end, you’ll know exactly…
Continue Reading →A self-service portal lets customers find answers, track requests, and fix issues without waiting for support. It saves time for both your users and your team. With the…
Continue Reading →The service desk handles countless routine issues, including password resets, ticket routing, status updates, reports, and ticket confirmations. Want to automate them? So your team can work on…
Continue Reading →Planning to use slack for customer support? Here’s everything you need to know before getting yourself in a mess. In the few short years since its arrival on…
Continue Reading →Standard operating procedures — also called standing operating procedures (or simply SOPs) — are sets of step-by-step instructions to complete specific tasks or operations. In other words: they’re “how-tos.”…
Continue Reading →Writing the same support email over and over? Well, that’s the reality of working at support, and it’s frustrating. Doing that manually for every ticket waste time and…
Continue Reading →Types of customer service have evolved—and I mean that in the best way possible for customers! Gone are the days when you could only get help by calling…
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