Customer support 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, skills, and important qualities for 2021

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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Top ways to drive collaboration between support and development teams Article

Top ways to drive collaboration between support and development teams

Collaboration between CSAs and developers can be difficult at best—and a blocker at worst—which can have disastrous impacts on customer support success metrics. But there's a better way.

Customer success vs. customer experience: What’s the difference? Article

Customer success vs. customer experience: What’s the difference?

Customer success vs. customer experience—what differentiates the two? Find out how they’re different and how they work together to improve the customer journey.

Give your agents the context they need to solve customer problems Article

Give your agents the context they need to solve customer problems

With the right knowledge at their fingertips, agents can spend less time swiveling between tools and more time helping your customers.

The agility playbook—how larger firms can score a competitive advantage in CX Guide

The agility playbook—how larger firms can score a competitive advantage in CX

If companies weren’t flexing their agility muscles before the pandemic, they certainly are now. In the…

The SMB agility playbook—set yourself up for long-term success Guide

The SMB agility playbook—set yourself up for long-term success

This SMB agility playbook is full of original data and actionable insights tailored to the needs of small businesses.

Messaging best practices for better customer service Guide

Messaging best practices for better customer service

Companies are gravitating towards messaging for the same reasons customers are: it's fast, personal, convenient, and secure.

What is agent experience? (and why it’s good for customers, too) Article

What is agent experience? (and why it’s good for customers, too)

Does a satisfied customer create a satisfied employee? Does a satisfied employee create a satisfied customer?…

How to kickstart your career as a customer service manager Article

How to kickstart your career as a customer service manager

Learn what it takes to become a successful customer service manager, and get tips from business leaders on how to land the role.