Customer Service

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.

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.

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.

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.

Customer Self-Service: Benefits, Tips, and 5 Great Tools
Customer ServiceCustomer Self-Service: Benefits, Tips, and 5 Great Tools

When backed by human support, customer self-service is key to delivering excellent support. Here's what you need to know to get started.

How to Scale Customer Support Without Compromising Service
Customer ServiceHow to Scale Customer Support Without Compromising Service

It’s possible to deliver higher volumes of customer service at a consistently high level of quality — here's how.

Customer Onboarding Specialist Job Description: Templates and Examples
Customer ServiceCustomer Onboarding Specialist Job Description: Templates and Examples

Learn how to write a customer onboarding specialist job description, and get inspired by several real-world examples.

Customer Success Specialist Job Description: Template and Examples
Customer ServiceCustomer Success Specialist Job Description: Template and Examples

Draw in qualified applicants with these tips for writing and real-world examples of customer success specialist job descriptions.

Small Business Customer Service Outsourcing: 4 Pitfalls to Avoid
Customer ServiceSmall Business Customer Service Outsourcing: 4 Pitfalls to Avoid

Discover four pitfalls common to small businesses that are new to customer service outsourcing, and learn how to avoid them at your company.

How to Write a Tier 2 Support Job Description + 5 Examples
Customer ServiceHow to Write a Tier 2 Support Job Description + 5 Examples

Here are several examples of tier 2 support job descriptions to use as guidance, along with information on how to write your own.

Customer Support Rep Job Description: Template and Examples
Customer ServiceCustomer Support Rep Job Description: Template and Examples

When hiring, it's important to nail your customer support representative job description so you get the best possible applicants.

The Taming of the Queue: 14 Support Queue Management Tips
Customer ServiceThe Taming of the Queue: 14 Support Queue Management Tips

Understanding and managing the power of a support queue is critical to a sustainable customer service organization. Consider these 14 tips.

How to Hire for Customer Service: A Step-by-Step Guide
Customer ServiceHow to Hire for Customer Service: A Step-by-Step Guide

Making the right hires for your support team is critical for the strength of your organization. Learn how to hire for customer service.

Customer Support Job Description: Examples and Best Practices
Customer ServiceCustomer Support Job Description: Examples and Best Practices

Learn how to write a customer support job description that attracts your ideal applicants, and review some excellent real-world examples.

Holiday Customer Service: 6 Tips for Scaling Support Spikes
Customer ServiceHoliday Customer Service: 6 Tips for Scaling Support Spikes

Gear your team up for this year's seasonal spike with these six holiday customer service tips, plus a few inspiring holiday support stories.

5 Ways to Automate Support Without Degrading Service
Customer Service5 Ways to Automate Support Without Degrading Service

Customer support automation can leave customers feeling underappreciated. Here are 5 ways to automate without degrading service quality.

How to Build a Thriving Support Team and Department from Scratch
Customer ServiceHow to Build a Thriving Support Team and Department from Scratch

Follow these 7 foundational steps to build a brand new support department or maximize the success of your existing customer support team.

23 Customer Service Interview Questions (+ Interview Tips)
Customer Service23 Customer Service Interview Questions (+ Interview Tips)

Divide these 23 customer service interview questions among your hiring team, and you’ll get the information you need to hire top talent.

Live Event
Creating Customer Flow
Customer ServiceCreating Customer Flow

Join Nick Francis and Justine Jordan for this webinar to learn why customer flow is critical to growing your business, and how to create it through the thoughtful use of messaging.

Rolling Out Weekend Support
Customer ServiceRolling Out Weekend Support

Use these indicators and tips to help you understand when you might want to extend to 7-day support coverage and how to roll it out effectively.

How to Turn Off a Support Channel Gracefully
Customer ServiceHow to Turn Off a Support Channel Gracefully

Practical guidance on when to consider turning off a particular support channel, and how to do it with the least impact on your customers and your team.

3 Strategies for Scaling Up to 24-Hour Customer Service
Customer Service3 Strategies for Scaling Up to 24-Hour Customer Service

Offering 24-hour customer service is a fantastic customer benefit. Here are three approaches for successfully expanding your support to 24/7 coverage.

Customer Support Operations: Description, Responsibilities, and Skills
Customer ServiceCustomer Support Operations: Description, Responsibilities, and Skills

Understand the role of Customer Support Operations in scaling up a customer service team, and learn the responsibilities and skills required to succeed in the role.

What to Call Your Customer Service and Support Teams
Customer ServiceWhat to Call Your Customer Service and Support Teams

Naming a new team or considering renaming your existing one? Here are plenty of customer service team names and role titles to consider.

Scaling Support With Personality at Cards Against Humanity
Customer ServiceScaling Support With Personality at Cards Against Humanity

Cards Against Humanity is a small company with a strong personality and a lot of passionate customers. Discover how their support team scales up while maintaining quality and a clear voice.

How to Determine Your Company’s Multichannel Customer Support Strategy
Customer ServiceHow to Determine Your Company’s Multichannel Customer Support Strategy

Which is better, an omnichannel support solution or a custom, multichannel stack? There’s a better middle ground.

How Mailchimp Bridges the Gap Between Support and Product
Customer ServiceHow Mailchimp Bridges the Gap Between Support and Product

As teams grow, the gap between product and customer widens. Find out how Mailchimp’s Support Product Analysts bridge that gap.

The Future of Self-Service
Customer ServiceThe Future of Self-Service

How will our customers help themselves in 2018 and beyond? A review of the near future of customer self-service technologies and trends.

6 Ways to Get More Mileage out of Your Help Content
Customer Service6 Ways to Get More Mileage out of Your Help Content

As you add value to your product, continue adding value to your help docs. These tips will ensure your customer support content is helpful and useful.

The Right (and Wrong) Way to Outsource Customer Support
Customer ServiceThe Right (and Wrong) Way to Outsource Customer Support

It's possible to outsource customer support without degrading service quality. Here's what you need to know to outsource the right way.

3 Simple Automations That Free Your Support Team From Tedious Tasks
Customer Service3 Simple Automations That Free Your Support Team From Tedious Tasks

Use these simple automations to tick off tedious tasks and free up your time for more strategic work.

How Customer Support Teams Can Maximize Seasonal Downtime
Customer ServiceHow Customer Support Teams Can Maximize Seasonal Downtime

Every industry is subject to seasonal downtime — use it to set yourself up for success before your team gets swamped again.

How We Transitioned to 24-Hour Support
Customer ServiceHow We Transitioned to 24-Hour Support

Round-the-clock support is a huge win for customers, but it doesn’t come easily. Here’s how we made the transition.

Why All Hands Support Didn’t Work for Our Company
Customer ServiceWhy All Hands Support Didn’t Work for Our Company

Anna Brozek, operations director at Big Cartel, explains why her company tried and eventually ended the practice of all hands support.

The Business Case for Loving Customers
Customer ServiceThe Business Case for Loving Customers

Free resource outlining the business reasons for great customer service, why it works, best practices and ways to measure success.

Everyone Should Be Feeling the Customer’s Pain
Customer ServiceEveryone Should Be Feeling the Customer’s Pain

Getting the whole team to answer support questions is the fastest way to ensure your company truly understand the customer experience.

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