Customer service management

The secret sauce to any great customer service and support organization is the team that makes it all possible. Check out our lessons, tips, and philosophies to help you engage and equip your agents so they can have better customer conversations.

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Customer service definition for 2020 and beyond

Deconstructing customer service: what it is, why it matters, who is responsible for it, and how you can use it to build relationships

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How to measure customer satisfaction: advice from industry leaders

How to measure customer satisfaction: advice from industry leaders

Measuring customer satisfaction is critical to growing your business, but don’t take our word for it. Here's how industry experts use customer satisfaction metrics.

5 tips for providing customer oriented support (and why you should)

5 tips for providing customer oriented support (and why you should)

Your support team can create customer loyalty. Here's how.

Scaling your support team: 7 common questions, answered Article

Scaling your support team: 7 common questions, answered

Many small and midsize businesses (SMBs) rely on a patchwork system of multiple tools just to…

Work smarter: Live chat best practices Article

Work smarter: Live chat best practices

As with any communication channel, there’s a right way and a less effective way to offer…

5 components of a winning knowledge base article template Article

5 components of a winning knowledge base article template

The key is to find the right mix of knowledge base article templates for your customer-audience

3 tips on how to improve your IT service desk Article

3 tips on how to improve your IT service desk

Unlike a help desk, a service desk is an IT function that traditionally supports a business’s technology infrastructure. Instead of helping customers, service desks support employees

5 skills that make your customer service resume stand out Article

5 skills that make your customer service resume stand out

Top things hiring managers look for in a customer service resume

Content management vs knowledge management Article

Content management vs knowledge management

Content management vs knowledge management—do businesses need to do both? Spoiler alert: Yes, they do.