Six Great Support Sources – Volume 2 – Customer Support Leaders

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

I’d really love to meet the company who hires ahead of need (properly, truly), where need is not “our agents are already overworked”, but rather “our agents’ mental wellness is the most important thing, and we will hire enough in advance of need to protect that”.

Inbox Zero is an arbitrary goal; there will always be another customer email or phone call or tweet.

From Inbox Zero to Inbox Comes Second

Often, the work I do feels invisible. I’m not building a feature or designing a website. I’m ensuring that our support team (a sect of tech with an industry standard of high turnover) has the infor…

Here’s one way to tackle a huge backlog, though

A couple of acquisitions and organisational readjustments had hit us hard over the previous year or so, and the folks were floundering

Pick-A-Ticket

Gosh, I hate calling customer communications “tickets”, but I do, on the other hand, love an allowance of alliteration. So, “Pick-a-Ticket”, it was. Leading a team with a small, but significant and persistent, case ageing issue, I needed strategies. These old cases were stuck. They needed help. They needed re-gearing. They needed re-engaging. They needed expert attention. Or, indeed, any attention. We were […]

A treatise on why concentrating on metrics as a standalone entity is a fruitless cake.

There’s a difference between having a goal to lose 20 lbs, and having goals to increase vegetable intake, decrease pizza intake, and add 30 minutes of exercise to your daily regimen.

Supercharge Your Support With Data-Driven Smarts

Understanding the psychology behind setting and meeting goals will help you focus on what matters and improve productivity.

So what can you do to balance productivity, happiness and satisfaction?

Your goal when scaling a support team should be to maintain customer happiness by reducing the amount of volume you’re receiving.

Speed Isn’t Everything: What to Measure When Scaling Your Support Team

Scaling up your customer support team means you not only need to hire more staff to handle the increase in volume, but you’ll also want to measure performance and results…

Supporting your team to provide good quality support (and allowing them time to monitor it) is key to great CSAT

Tone is a commonly cited reason for a bad CSAT score, even when the agent followed internal processes correctly.

Two Things Agents Can Do to Improve CSAT

Customer satisfaction (CSAT) is one of the most important metrics in customer service. Given its importance to the customer and your business, many teams make it a top initiative to improve their C…

Finally, if you do, when should you survey your customers?

It’s essential to make sure you are surveying your customers when it matters the most, so that the data you collect is helpful and relevant

The Best And Worst Times To Survey Your Customers ]

We believe in the power of customer feedback to revolutionize your marketing, but its important to get the timing right. This post helps you determine when is the best time to send out customer surveys.