7 Great Support Centres We Love
Need a little inspiration for your help centre? A recent study by Aspect found two really remarkable trends: Three out of four customers prefer to help themselves before reaching out for live support....
View ArticleRelying on Product Reviews? Knowing how a company treats customers is...
We're crushing on this New York Times article about how important customer service is to buyers. The entire experience made me realize that I had been blindsided. How, in my many hours of reading...
View ArticleHow to use this forum - RSS and Comments
We wanted to share our favourite insightful reads on customer support from across the internet. Please let us know what you think, if any articles resonate with you, or if you disagree entirely! Want...
View ArticleThe One Thing you need to Scale Personal Support
Growing your support team is a constant balancing act between personalised delight, and efficient queue management. The one thing you need to scale personal support - a Single View of the Customer....
View ArticleClik here to view.
How to Deliver Standout Customer Support --- on any channel
Guide customers to the right solution every time. A guest post on the Mention Blog features ways to prevent your customers from channel switching to get help - resulting in a more effective, more...
View ArticleWhy Unlimited Support options make Customers Anxious
Why is it that the more options we have, the harder it is to make a decision? Schwartz has found that choice makes us feel unsettled. The more choice we have, the harder it is to make an initial...
View ArticleDesigning the perfect FAQ is easier than you think
Jon Meyer, self service guru, leads us through 5 design rules to create the most helpful FAQ possible. 1. FAQs should be short 2. FAQs give you false positives 3. FAQs have to be routinely maintained...
View ArticleWhy your satisfied customers still leave
Guess what? 60-80% of the customers that churn, responded satisfied or very satisfied in their last ticket rating. Here's why you're still seeing customer churn, even when your satisfaction rating is...
View Article5 ways to generate customer insight
I was lucky enough to see Mathew Patterson present this talk live at UserConf London last Friday. It's a phenomenal walk through of how Campaign Monitor has enabled their support team to generate front...
View Article5 ways easier billing and checkout drives customer loyalty
“Oh, you tricked me. Guess I’ll just keep paying you $9.99 for that service I don’t use.” – no customer, ever. 37% of customer experience failures happen even before your customer hits the checkout....
View ArticleHow to design better Online Support
Is FAQ really the easiest way to help your customers? How can you make it easier for your customers to find the support they need? This Digital Telepathy article dives into designing your online...
View ArticleNavigating Emotions when Helping People and Yourself
Helping others can take a toll on your emotional wellbeing. I love this post on emotions and how to self care for yourself when working in a customer facing role....
View ArticleClik here to view.
An Interview with Gary! :)
We interviewed Gary about the Kayako Community Forum and how it impacts the Kayako product. If you're looking to build a community support forum as well, Gary gives some tips on how to build and...
View ArticleScaling Customer Support at Automattic
Our friend Andrew Spittle wrote this piece on what it looks like when scaling support at Automattic (creator of WordPress). He focuses on hiring, process creation and the roadblocks they faced from...
View ArticleA 6 Step Guide to Mapping Your Support Journey
In order to make your customer's journey easier - you need to know what they are going through first. Here's how to map out a support journey in six quick steps:...
View ArticleLearn Spoken English on Phone
Hi Member, I want to learn spoken english via Phone. is it good way to learn spoken english on phone? Give me your suggestions. I am very confused and want to know it's a beneficial for me or not?...
View Article
