The Supportive

A monthly video series for customer support pros

Prioritizing Incoming Support

Answering your oldest support queries first makes sense, but it doesn‘t always lead to the best customer experiences. Is fairness the best goal for support?

The Real Recipe for Customer Service

True customer focus requires the involvement of the whole team, not just support. Support-driven growth is the path to greater customer experiences.

You Don’t Need a Help Desk

“You can provide great customer service without a help desk.”

The Challenge With Chat

“Live chat customer service is hard to do well, but with the right execution, it can bring big benefits to your business.”

Messaging Is So Hot Right Now

“How do messaging applications fit in with your email, live chat or other support channels? Should it replace or augment your support options?”

How You Can Improve Security

What's the balance between being helpful and being secure? We discuss ways to close the customer service security hole.