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Explore expert articles on customer service management, training, and tools to enhance your support team’s performance and customer satisfaction.
When we want to improve, we look for good examples. And if you want to improve your customer service, it’s hard to find a better example than Buffer. Want to learn from the best? See what they do, how they do it and what makes Buffer customer service so darn good. Connect with... read more
We often get asked through our chat if we charge anything for weekend support. It’s always really strange, because it’s business as usual for us. Our team is prepared to handle enquiries 24/7/365 for every customer. We get asked this often because customers are used to having to... read more
You can upgrade your good customer service to great by speeding up your support. After all, fast communication is one of the most important customer service skills. It’s all about scale. Once you get everything right when talking to one customer, it’s time to do it with six other... read more
What makes great customer service? Is it the customer-centric attitude? Is it about changing bad customer experience into a good one? Or maybe it all comes down to motivating and training customer service representatives? Adam Toporek, customer service expert and the author of Be... read more
Do you run a busy SMB and feel the need to graduate from your antiquated business phone to a more fitting solution? Are you feeling a little hesitant to jump into the big bad world of call center software? If you answered “Yes!” to either of those questions, you have come to the... read more
7 minutes
May 12, 2015
We are all customers. And we all get angry with similar things, mostly with bad customer service. However, for some reason, we rarely draw any conclusion from it. If you want to improve your service, you need to draw conclusions from other companies bad service and make changes... read more
Customer service work is a kind of activity that you wouldn't probably pick as a source of joy. As in any other job you eventually become overwhelmed, bored, unsatisfied with your paycheck or you hit a ceiling in your career. Under those circumstances, the state of joy seems like... read more
5 minutes
Nov 13, 2014
When clients need to contact a company’s support, they always want to hear the yes answer to all their requests. But that’s not always possible, is it? We all take denial very seriously. It can cause an emotional, or even childlike response. We shout, hang up and threaten to... read more
The days when you could only call a company are long gone. Support provided via various communication channels like chat, email, phone and social media sites is a must today. This shouldn't come as a surprise. After all, you should provide the kind of help your customers expect... read more
The idea of in-app support is pretty simple. Whenever you have a question when using an application, you can click one button to get instant help from a support agent. No matter if you are a mobile or desktop user, there's no need to search the web, browse support forums, email... read more
Great communication choices utilised by marketers should also be part of good customer service. Being official or casual is just the tip of the iceberg of possibilities and different approaches should be applied ad hoc, ones that are well defined and flexible. Characteristic... read more
7 minutes
Aug 21, 2012
In order to thrive in today's volatile economy, it's imperative to manage customer service departments with care and finesse. Tony D'Amato, portrayed by Al Pacino in "Any Given Sunday", is a prime example of a man making excellent choices in team building and leadership. Any... read more
Gamification: the use of features and concepts (e.g. points, levels, leaderboards) from games in non-game environments, such as websites and applications, in order to attract users to engage with the product. - McMillan Dictionary Customer service: all interactions between a... read more
5 minutes
May 7, 2012
