Customer Support Metrics Beyond CSAT for B2B Service Teams
If you’ve spent any time running a B2B support desk, you already know the drill. A ticket closes, a survey...
Customer Support
Emotional Intelligence Training for Remote Customer Support Agents
Ever had a customer type in all caps and you could practically feel the heat through the screen? Yeah. That’s...
Proactive Customer Service Automation for Subscription-Based Businesses
Let’s be honest — running a subscription business is a bit like tending a garden. You plant the seed (the...
Managing customer expectations during product sunset or deprecation
Let’s be honest — telling customers you’re killing a product they rely on feels a bit like breaking up with...
Reducing support burnout with asynchronous communication tools
Let’s be real for a second. Support burnout is a beast. It creeps up on your team like a slow...
Designing support workflows for the hybrid and remote work era
Let’s be real for a second—support workflows weren’t exactly designed for a world where half your team is in pajamas...
The Human Touch in a Trustless World: How Customer Support Builds Brand Loyalty in Web3
Web3 is built on a foundation of "trustless" systems—blockchains and smart contracts that don't require you to trust a central...
Beyond the Chat Log: Developing Asynchronous Video Support for Complex Troubleshooting
Let’s be honest. Some support tickets just can’t be solved with text. You know the ones. A user is trying...
Creating Accessible and Inclusive Customer Support for Neurodiverse Users
Think about the last time you contacted customer support. Maybe you were frustrated, in a hurry, or just needed a...
Strategies for Measuring and Improving the Psychological Safety of Support Teams
Let's be honest. Support is a tough gig. You're on the front lines, absorbing the frustration of a faulty product,...