Six Great Support Sources – Volume 1 – Customer Support Leaders

A collection of customer support content, found just for you.

There’s no good reason to link NPS to staff bonuses… is there?

Net Promoter Score is too limiting. NPS does not include key drivers of WHY customers will or will not recommend a company.

Net Promoter Score: Should staff bonuses be tied to NPS?

There are reasons for and against linking NPS to employee compensation. So what are the pros and cons?

And, surely, the same is true of CSAT? There are reasons this is not a perfect metric, either…

Customers don’t always have insight into the complex and time-consuming processes behind their requests, so they may be disappointed with things that are out of the agents’ control

CSAT Doesn’t Show Your Customer Service Quality | Klaus

Customer Satisfaction Score (CSAT) is one of the most popular customer service metrics that companies use to analyze their support quality. However, CSAT doesn’t actually cut it. Here’s why.

There’s barely a thing about this that isn’t a learning exercise in how to grow a customer support function.

Establishing customer care early is a very public gesture. It broadcasts: we plan to invest as much when the product is in your hands, as we do when it’s in ours.

Lessons from the Woman Who Built Squarespace’s Customer Care Team from 1 to 184

Former Squarespace and current ShopKeep VP of Customer Care Christa Collins shares how to build a team that best bridges a company and its customers.

Even if I say so myself, the benefits of a good quality program to employees are often overlooked. I talked about them here.

Using your QA process to describe expectations of the role in the early days maximises their opportunities to succeed early.

5 ways quality assurance improves employee engagement

How can a quality assurance process improve employee engagement? EvaluAgent asked Charlotte Ward for 5 ways QA can help your team.

An interesting article on the concept and implementation of ‘Supportability’ as a practice. How easy is it to actually provide support for a new product or major feature?

One way to deal with complexity is for support engineers to specialize in handling as small a set of products as possible so that they can quickly ramp up their expertise.

Developing supportability for a public cloud | Google Cloud Blog

Supportability for a public cloud aims to improve the technical customer support experience, and streamline processes for those working in support.

Building on the ‘supportability’ theme, it’s important to have a great working relationship between support and product engineering.

It prevents each business function deep diving so far into their own world view that they forget there is a bigger picture at stake.

Support product team relationship

Each part of your business works to its own measures of success. Each has its own differing priorities. Customer Support often tugs in a different direction to so many other business functions. They are focussed on the customer, where the sales team is focussed on revenue, or the engineering team focussed on new features. Support […]