Customer Service

Removing customer service accents via AI: The wrong solution to a real problem
Customer ServiceRemoving customer service accents via AI: The wrong solution to a real problem

Sanas claim that their real-time “accent matching” improves understanding by 31% and customer satisfaction by 21%. What does it mean for customer service teams, and how should we think about it?

How a Shared Inbox Can Improve Efficiency, Transparency, and Collaboration
Customer ServiceHow a Shared Inbox Can Improve Efficiency, Transparency, and Collaboration

Learn the different ways a shared inbox can improve team performance through better efficiency, transparency, and collaboration.

The 11 Best Help Desk Software for 2022 - Buyer's Guide
Customer ServiceThe 11 Best Help Desk Software for 2022 - Buyer's Guide

Managing customer requests is a hassle without the right tool. These 11 help desk software options will help you get things under control.

The Complete Guide to Email Management in Higher Education
Customer ServiceThe Complete Guide to Email Management in Higher Education

This ebook will guide you through creating high-quality experiences for students, faculty, and staff by taking control of your university inboxes. You’ll discover how to manage high email volumes, coordinate departments and systems, and exceed high communications expectations.

Best Practices and Tips for Implementing a Help Desk
Customer ServiceBest Practices and Tips for Implementing a Help Desk

Are you ready to start using a help desk? Follow this guide full of best practices and tips to ensure that your implementation and evaluation go off without a hitch.

The Ultimate Guide to Email Management for Education
Customer ServiceThe Ultimate Guide to Email Management for Education

Is email overwhelming your staff? Learn how the right strategies and tools can improve email management for education professionals.

A Love Letter to Social Media Customer Service Pros
Customer ServiceA Love Letter to Social Media Customer Service Pros

Social media customer service is a skill of its own. Here's our love letter to the people doing the hard work, in public, every day.

Help Desk vs. Service Desk: Which Is Best for You?
Customer ServiceHelp Desk vs. Service Desk: Which Is Best for You?

When evaluating a help desk vs. a service desk, there are many important considerations to keep in mind. Understand exactly what you’re looking for and how it fits to determine whether a help desk or service desk is best for you.

Live Chat Software for Education: The 11 Best Options
Customer ServiceLive Chat Software for Education: The 11 Best Options

On the hunt for new live chat software for your education program or school? Here are 11 options to consider as you begin your search.

How to Create and Organize a Knowledge Base
Customer ServiceHow to Create and Organize a Knowledge Base

Your knowledge base is one of the hardest working members of your team. Putting effort and energy into great knowledge base articles and organization helps it work even more efficiently.

6 Great Templates for Customer Onboarding Emails
Customer Service6 Great Templates for Customer Onboarding Emails

Your customer success managers are already super busy, but the emails they write have the power to make or break the customer experience. Take the guesswork out of their job with these six great templates for customer onboarding emails.

How To Create an Excellent Customer Engagement Strategy
Customer ServiceHow To Create an Excellent Customer Engagement Strategy

Learn what a customer engagement strategy is, why it’s important, how to measure it, and how to improve it.

Building a Customer-Focused Company
Customer ServiceBuilding a Customer-Focused Company

This guide will show you how to build a business known for its commitment to its customers.

A Guide to Customer Success Manager Career Paths
Customer ServiceA Guide to Customer Success Manager Career Paths

Building a customer success manager career path can feel intimidating if you’re just getting started. Read our guide on how to move into a CSM role or boost your existing career in customer success.

Changing a Company Culture
Customer ServiceChanging a Company Culture

What can you do if your company's leadership are not interested in doing the work to become customer-centric and to truly value customer service? In our latest advice column, we offer some suggestions.

How to Create Great Customer Feedback Email Templates
Customer ServiceHow to Create Great Customer Feedback Email Templates

Every customer-facing team should be asking for constructive insights from their customers. These customer feedback email templates take the guesswork out of how to ask.

8 Free Customer Satisfaction Survey Templates
Customer Service8 Free Customer Satisfaction Survey Templates

Uncover eight free customer satisfaction survey templates and how to glean insights after your customers respond.

If customer service were really superheroes
Customer ServiceIf customer service were really superheroes

We don't need customer service heroes. We need customer-centric companies producing predictable service outcomes....but what if they really were heroes...

Email vs. Live Chat Support
Customer ServiceEmail vs. Live Chat Support

One of the most impactful things to consider in your support strategy is which channels to use. Both email and live chat support have pros and cons to consider as you expand on your customer support offerings.

How to Write the Best Customer Support Manager Job Description
Customer ServiceHow to Write the Best Customer Support Manager Job Description

Writing the best customer support manager job description is important when staffing for this key role within your company. Here are ten examples of great descriptions and templates you can use to write your next one.

Work For Customers, Not Personas
Customer ServiceWork For Customers, Not Personas

Here’s how (and why) to give every person in your business a deeper understanding of who your customers are, how they think, and what they need.

The Problem With Gmail and Outlook for Shared Email
Customer ServiceThe Problem With Gmail and Outlook for Shared Email

If you're struggling to manage email with Google Collaborative Inbox or Outlook Shared Mailbox, learn if upgrading to a shared inbox might be right for you.

4 Customer Success Plan Templates and How to Use Them
Customer Service4 Customer Success Plan Templates and How to Use Them

Customer success is largely made from repeatable, predictable processes. The four free customer success plan templates in this blog will help guide your CSMs toward the best possible experience for your customers.

Customer Service Hiring: Project Ideas
Customer ServiceCustomer Service Hiring: Project Ideas

Customer service job interview projects are useful, but they are by no means a silver bullet. Learn the dos and don’ts to find the best candidate for your role.

Support Team Swarming Vs. Tiering
Customer ServiceSupport Team Swarming Vs. Tiering

Tiered support has been the established method of addressing customer questions. However, support swarming has additional benefits that can help with specific aspects of team management. In this blog post, we break down the benefits and drawbacks of support swarming vs. tiering.

Product Support Analyst Job Description: Template and Examples
Customer ServiceProduct Support Analyst Job Description: Template and Examples

Here are five examples of great product support analyst job descriptions and suggestions you can use to write your next one.

9 Helpshift Alternatives for Your Customer Communication Needs
Customer Service9 Helpshift Alternatives for Your Customer Communication Needs

There’s no doubt Helpshift is a useful tool, but it is limited. If you’re looking for something more robust, check out our list of nine Helpshift alternatives.

The 7 Best Zoho Desk Alternatives on the Market Today
Customer ServiceThe 7 Best Zoho Desk Alternatives on the Market Today

Whether you’re a current Zoho Desk user or simply searching for other options to check out, we have a list of seven Zoho Desk alternatives for you to consider.

9 Best Live Chat Widgets for Your Business
Customer Service9 Best Live Chat Widgets for Your Business

Live chat widgets are useful tools that can help small businesses deliver an outstanding customer experience. Learn why it’s worth the investment and consider these nine tools.

How To Write an Auto-Reply Email: 6 Examples
Customer ServiceHow To Write an Auto-Reply Email: 6 Examples

Auto-reply emails can acknowledge your customer and provide great follow-up information without adding additional burden to staff. Take a look at these six examples of how to write an amazing message of your own.

The 8 Best LiveAgent Alternatives For Customer Support Software
Customer ServiceThe 8 Best LiveAgent Alternatives For Customer Support Software

LiveAgent meets many different needs, but it may not be perfectly suited to everyone. If you’re looking for an alternative, we have 8 options to check out.

Guiding clients to email support instead of their account managers
Customer ServiceGuiding clients to email support instead of their account managers

Get answers to your most challenging career or leadership questions in Help Scout's customer service advice column by Mat Patterson.

7 Best Practices To Boost Your Team Collaboration
Customer Service7 Best Practices To Boost Your Team Collaboration

Learn common blockers, benefits, and the best ways to improve your team collaboration across the board.

Is Google's LaMDA sentient, and if so would it like a job?
Customer ServiceIs Google's LaMDA sentient, and if so would it like a job?

A Google engineer has been put on leave for breaching confidentiality policies. He claims to have worked with a sentient AI though professionals in the field are dubious. Whether or not this bot has truly experienced feelings it does raise some interesting questions.

The 9 Best Email Support Software Solutions for Your Team
Customer ServiceThe 9 Best Email Support Software Solutions for Your Team

Email is everywhere, especially if you work in customer support. Here’s how to optimize it with email support software.

Omnichannel Customer Service 101: Definition, Benefits, & Tips
Customer ServiceOmnichannel Customer Service 101: Definition, Benefits, & Tips

Learn what omnichannel customer service is, how to get started building an omnichannel strategy, and best practices for getting it right.

Turning support requests into customer insights
Customer ServiceTurning support requests into customer insights

Your customers tell you what they really want, but mostly inside customer service requests. Here’s how to uncover inbox insights.

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Museum of Customer Support: Ancient Fast Food
Customer ServiceMuseum of Customer Support: Ancient Fast Food

This ancient Roman fast food outlet can teach us how to think clearly about our online customer service today.

The 9 Best HappyFox Alternatives on the Market in 2022
Customer ServiceThe 9 Best HappyFox Alternatives on the Market in 2022

If you’re a HappyFox customer who's looking for a new tool, this list of the nine best HappyFox alternatives will help you make a decision.

The 9 Best Help Desk Software for Schools and Universities
Customer ServiceThe 9 Best Help Desk Software for Schools and Universities

Adopting the right help desk software can help administrators at universities, colleges, and school districts reduce email volume by 30%.

The 11 Best Kayako Alternatives for Customer Support in 2022
Customer ServiceThe 11 Best Kayako Alternatives for Customer Support in 2022

Looking for the best customer support tool for your team? We’ve compared 11 different Kayako alternatives to help you find the best option.

The 9 Best Email Collaboration Software Platforms for 2022
Customer ServiceThe 9 Best Email Collaboration Software Platforms for 2022

Want to declutter your sales and support inboxes and drive more revenue? Explore these nine email collaboration software platforms for 2022.

Help Scout’s Conversation Corner on Experience This!
Customer ServiceHelp Scout’s Conversation Corner on Experience This!

Links, images, and further reading related to the Conversation Corner segment on the Experience This podcast in 2022.

How to Know When It's Time to Hire For Your Support Team
Customer ServiceHow to Know When It's Time to Hire For Your Support Team

It can be tricky to know exactly when to hire for your customer support team. Here are some strategies for picking the perfect moment.

7 Outlook Shared Mailbox Alternatives for Email Collaboration
Customer Service7 Outlook Shared Mailbox Alternatives for Email Collaboration

Is Outlook Shared Mailbox the right solution for your team? Learn the pros and cons, and read about seven alternatives you can consider.

Writing Excellent Customer Service Emails: Tips & Templates
Customer ServiceWriting Excellent Customer Service Emails: Tips & Templates

Here are the best tips, tricks, and templates to use to improve your team’s processes for writing exceptional customer service emails.

Teaching Analytical Reading
Customer ServiceTeaching Analytical Reading

Advice on getting your customer service staff interested in writing more help documents and creating space for them to do so.

The 17 Best Customer Service Tools for Every Support Team
Customer ServiceThe 17 Best Customer Service Tools for Every Support Team

To get the most out of your customer service team, they need access to the right customer support tools. Here are 17 to consider.

How to Change Your Team’s Behavior
Customer ServiceHow to Change Your Team’s Behavior

You've identified a change that would improve your support quality, but you’re having trouble persuading your team to change their behavior.

The 7 Best Crisp Alternatives for Customer Support in 2022
Customer ServiceThe 7 Best Crisp Alternatives for Customer Support in 2022

If you’re looking for a dedicated support tool, Crisp may not be your best option. Check out our list of seven Crisp alternatives.

13 Best Practices for Improving Online Customer Service
Customer Service13 Best Practices for Improving Online Customer Service

Online customer service is one of the most important functions at any company. Here’s how to get started and continue improving.

The 9 Best Gmelius Alternatives for Email Collaboration
Customer ServiceThe 9 Best Gmelius Alternatives for Email Collaboration

Looking for the best email collaboration tool for your team? We compared 9 different Gmelius alternatives to help you find the best option.

How to Deal with Difficult Customers
Customer ServiceHow to Deal with Difficult Customers

Every support person needs to know how to deal with difficult customers. Read about the types of difficult customers and how to help them.

The 13 Best Intercom Alternatives for Customer Support in 2022
Customer ServiceThe 13 Best Intercom Alternatives for Customer Support in 2022

If you’re looking for a better option than Intercom for your business, we’ve got you covered. Take a look at these 13 Intercom alternatives.

Help Desk Software: What To Look For and Must-Have Features
Customer ServiceHelp Desk Software: What To Look For and Must-Have Features

Discover the top help desk features, learn how to evaluate them, and determine which are most valuable and necessary for your team.

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Museum of Customer Support: The First Shopping Cart
Customer ServiceMuseum of Customer Support: The First Shopping Cart

What can the first shopping cart teach us about implementing online self-service options today?

The 11 Best Help Desk Ticketing Systems for 2022