Customer Service

When it comes to building a strong support experience, Chris Jewitt, Customer Success Manager at Klaus, notes that the key is to consistently measure the quality of customer conversations in order to know what’s working – and where there’s room to adapt and improve.

Companies that automate support are 4x more likely to see CSAT improvements, according to a survey we conducted with support leaders. That’s an incredible statistic – but how can these benefits be realized?

Customer support volume overwhelming your team? It doesn’t need to. Discover five key trends transforming the support industry along with tips to put them into practice so you can deliver more efficient, personal support today.

As the world looks ahead to the future of work, Kristen Swanson explains Slack’s focus on supporting its customers and helping them to navigate this transition.

Go beyond bland FAQs with our tips for writing help content that informs, motivates and really sets your customers up for success.

Measuring performance is difficult, so crafting effective KPIs (key performance indicators) is important. Find out how to track the success of your operations in relation to achieving your company goals or objectives.

Good customer support costs time and money. Learn how support can become a strategic investment that increases customer retention and reduces churn.

Aircall’s Global Head of Customer Care Ian MacLean explores the importance of having an integrated support tech stack to avoid what’s known as the “swivel chair effect” – switching between multiple tools and screens to gather enough context to solve a problem.