Customer support
Tips to set agents up for success and deliver better customer service.
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Article
7 min read
5 steps to setting better customer service goals
Finding the right balance for setting customer service goals is integral to the success of any team
Article
3 min read
Simplified IT service management, part 4
I went through my years in IT support never knowing the difference between incidents and problems.…
Article
5 min read
Why customer service is so important to online shoppers
Most people think of shopping online as a way to cut costs. E-commerce stores relieve customers…
White Paper
12 min read
Protect Your IT Assets
The consequences of overlooking even a single security vulnerability can be severe. If a computer on…
Infographic
1 min read
The History of Customer Support
There was a time when customer support meant you told a shop owner your issue with…
White Paper
12 min read
Matchmaking in the cloud: a perfect marriage of sales and support
This paper describes why integrations of best-of-breed tools in the cloud will outperform standard all-in-one platforms.…
Infographic
1 min read
Self-service: do customers want to help themselves?
Studies of customer feedback tell us that more and more customers prefer self-service over contacting a…
White Paper
10 min read
One face of the brand customer support
Streamlining and improving the customer service experience has been proven to increase profits for retailers.1 Simply…
White Paper
5 min read
The Customer Service and Social Media Revolution
Customer service organizations face increasing amounts of pressure to deliver better service over a broader range…
Article
1 min read
To whom am I speaking?
79% of customers still prefer to use the phone when contacting customer service. To increase customer…
Article
3 min read
The holiday satisfaction slump: keeping holiday customers happy
Holidays are hard on customer satisfaction. Last year, you might have noticed a slump in your…
Article
2 min read
Improvements in search for more intelligent self-service
Recent studies tell us that more and more customers prefer self-service over contacting a support agent;…
Article
1 min read
Infographic: best in practice
Your reputation for providing quality customer service matters. In fact, as our latest infographic illustrates, the…
Article
1 min read
S*** Support Agents Say
We know, we know: the S**** People Say meme is on its last leg. Who can…
Article
1 min read
What Airbnb customer service learned while rapidly scaling their support
With Jessica Semaan Customer service can be a lot like a romantic relationship—you have to nurture…
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