Customer support
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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…
Article
3 min read
5 Ways to Prevent Customer Fallout
Originally published on The 1to1 Blog The real-time Web is an increasingly powerful tool for customers…
Article
3 min read
Tip of the week: Escalating tickets
One common step in ticket workflows is escalation of issues from agent to agent, or team…
Article
4 min read
How to Say You're Sorry
If you screw up you should apologize. Period. Even if the wronged party cops a major…
Article
3 min read
Don't Keep Your Customers Waiting
Nothing says DISRESPECT quite like forcing someone else to wait. And yet, that is exactly what…
Article
3 min read
8 Ways to Ramp Up Help Desk Response Times
These days customer feedback and distress signals come in a head-spinning variety of formats and flavors.…
Article
4 min read
Social studies: A business-to-consumer social media report card
When the Internet entered the mainstream, life became a lot more challenging for traditional retailers. The…
Article
3 min read
Costco's ridiculously liberal return policy
When you read Costco’s return policy, it’s pretty extraordinary. For instance, check out the rules governing…
Article
4 min read
The importance of friendly customer service: 6 tips from Zappos
Friendly customer service is treating customers with empathy and going the extra mile to meet their…
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