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The Dos and Don’ts of Chatting with Customers
By following these tips, you can help avoid awkward situations while providing enjoyable and personable experiences to your customers.
The Importance of Customer Contact
In honor of Customer Service Week, we are asking you to look at how often you communicate with customers and to question whether it’s enough. Are you being a responsive company that cares about your customers’ needs, or are you the friend they only hear from when you need a ride to the airport?
Believe It or Not: The Customer Service Industry Is Growing
Today’s customer service professionals are not only in demand, they’re demanding respect. As more and more organizations rely on service representatives to build satisfaction and increase retention, customer service has transitioned from a thankless job to one rich with opportunity.
When & How to Complain About Bad Customer Service
What makes customer service complaint-worthy? And how do you complain about it in a way most likely to get you a satisfying resolution? Let’s cover some of the top times it’s reasonable to complain, and then we’ll cover what to do.
Act It Out: Customer Service Training Ideas Inspired by Acting Class
It so happens that customer service and acting have a lot in common. Today, we invite you to check out some acting practices and standards that can help you build a powerful and highly effective customer service team.
How to Create Realistic Customer Service Guidelines
Have you armed your team with the customer service guidelines they need to be successful, or have you left them flying without a net? In today’s post, we look at how to create realistic customer service guidelines that provide procedure and support for your team.
Customer Support by Email: Dos and Don’ts
Customer service through email is critical today, especially as the cost to acquire a new customer is much more expensive than the cost to retain a customer. We dig into some key email dos and don'ts.
Should I Take a Customer Service Job?
If you’re asking yourself “Should I take a customer service job?” here are a few things to consider before you decide.
The Relationship Between Service & Upsell Opportunities
How and when you upsell is critical, especially when it comes to merging customer service conversations with upsell opportunities.
5 Phrases Every Customer Service Rep Should Know (and Use)
To build trust with customers, arm your team with these key customer service phrases they should remember on a daily basis.
How To Effectively Survey Your Customers
Your customer survey only works if it’s written well, people complete it, and you learn something from it. We’ll cover those points today.
How To Measure Customer Service
How do you assess your customer service efforts? There’s no perfect science, but we have a few ideas to help evaluate if your service is driving new and repeat business, along with long-term engagement and brand awareness.
Cut Support Requests in Half by Optimizing Navigation in Your SaaS App
An increased amount of support requests, especially repeating ones, is a big warning sign that you need to pay attention to your UI/UX.
Episode 11: New HelpSpot Pricing
I discuss the new HelpSpot pricing model.
Understanding “Tone” & Its Impact On Conversations
In today’s post, we cover what tone is, why it’s so important, and how tone can dramatically shift how a conversation proceeds and a message is received.
8 Tips for Delightful Social Media Customer Service
We have 8 tips to help you ensure you’re providing delightful customer service on your social media accounts.
5 Little Apps For Better Customer Service
If you've been working in customer service for a while you have probably found a few go-to apps that make your day easier. Today, I'll highlight a few apps that I've found especially helpful!
Who Are You Supporting? Defining Buyer Personas
Understanding buyer personas, and being able to quickly identify which segments new customers fall into, is critical to offering the right product or service to them. It’s a key part of the initial sale. It’s also incredibly helpful for customer support, as well.
The Big “S”: Adapting to Stress in Customer Support
As a customer service and support professional, stress is part of your job description. Let's look at the origins of stress and how you can adapt in the workplace.
From Complaining Customer to Loyal Customer
No, getting a complaint doesn’t feel all that great. But complaints have tremendous value. The actions you take in response to a complaint can be the building blocks of a long-term relationship. Here's how.
Face to Face
When was the last time you were face–to–face with your customers? For some people reading this the answer is never. For the rest of us it's rarely.
Meaner Behind A Screen: Exploring Customer Behavior In-Person and Online
Today, we’ll review some thoughts behind why people are “meaner” on the Internet - and what it means for your customer service efforts.
3 Ways to Personalize Your Customer’s HelpSpot Experience
Adding a personal touch to your support experiences is extremely important. Personalization can make your customers feel extra cared for and supported.
The Top Personality Traits for Successful Customer Service Associates
Building a reputation for great customer support requires having employees who reflect the key characteristics necessary to be excellent customer service associates.
A Challenge: Sell Features, Not Benefits
Focusing your marketing copy on benefits not features is pretty much considered common knowledge these days. Let me push back on that idea a bit.
The Preferred Methods of Customer Interaction: Survey Results
In a previous post, we sought to answer the questions on how people felt about the use of various automated, digital and traditional customer service mechanisms. We asked a few questions recently, and you answered. Here are the results.
Don’t Wait For The Complaint: Proactive Customer Service
Providing a great customer service experience doesn’t just start when you pick up the phone to answer a client question, or when you respond to a live chat message. It’s proactive. How?
Ep 10: Matt Stauffer TextExpander Throwdown
Matt and I attempt to be mad at each other while discussing the TextExpander controversy.
ABC #9: Rogue One
Taylor Otwell and I discuss the first Star Wars Rogue One trailer.
The Search for a “Live Person” in Customer Support
Think automated customer service is more efficient? Or would you rather speak directly to a human at all times? We discuss striking the right balance in customer support - and ask your opinion.