Customer service management

The secret sauce to any great customer service and support organization is the team that makes it all possible. Check out our lessons, tips, and philosophies to help you engage and equip your agents so they can have better customer conversations.

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Everything you need to know about customer service cover letters Article

Everything you need to know about customer service cover letters

It is becoming increasingly common for customer service hiring managers to focus less on cover letters…

Essential marketing skills every person should know Article

Essential marketing skills every person should know

Marketing can be a very complex subject, but anyone can develop a few of the core…

How to Provide Global Support Guide

How to Provide Global Support

When it comes to the management of customer support, organizations should be prepared to meet customers…

Transparency through open communication Article

Transparency through open communication

Transparency within your support team, from executive management to the front lines, is paramount to your…

How to write a customer service job description Article

How to write a customer service job description

Sometimes sitting down to write a job description can feel like a monumental task

What language barrier? 3 tips for providing multilingual customer support Article

What language barrier? 3 tips for providing multilingual customer support

Excellent customer support is at the core of any successful operation. In our fast-paced, online world,…

Don’t underestimate the power of clean data Article

Don’t underestimate the power of clean data

In order to make customers feel like you are fully engaged with them, your support agents…

Interview prep: 10 questions for hiring great customer support reps Article

Interview prep: 10 questions for hiring great customer support reps

Whether you're interviewing candidates or you're a customer service job seeker hoping to nail your interview,…

White Paper

Cookbook for the Customer-Centric Company

We often hear about the importance of customer service and all the factors that contribute to…

How to build an amazing support team Article

How to build an amazing support team

Customer service matters. It affects your bottom line and how your brand is perceived by the…

How to hire customer support agents Guide

How to hire customer support agents

Customer service matters. It affects your bottom line and how your brand is perceived by the…

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3 tips for effective live chat

We think the solution is clear: Your business needs live chat support. If you already have…

Do you really need a technical writer? Article

Do you really need a technical writer?

You may already know you need a great knowledge base, but who'¬ís going to take responsibility…

Do you really need a technical writer for your knowledge base? White Paper

Do you really need a technical writer for your knowledge base?

Building a knowledge base for internal reference or customer self-help is a long-term commitment. You not…

Manage your virtual support team like a BOSS Article

Manage your virtual support team like a BOSS

You've asked the important questions, you've reviewed the must-haves, and you've assembled your virtual support team…

Don’t be afraid: empower your support team Article

Don’t be afraid: empower your support team

If you manage a support team, you are going to want to empower your employees. That…

The vitals of virtual support teams Article

The vitals of virtual support teams

The benefits and key considerations of hiring and managing virtual teams in today's technology-supported working environment.

Tip of the week: formatting placeholders Article

Tip of the week: formatting placeholders

You may be familiar with Liquid markup from our email notifications instructions. This templating language allows…

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Winning Customer Service

Customer service can be like a game. If so, how do you win? There are many…

Organizing support for future success Article

Organizing support for future success

For certain companies, particularly those with large support teams, it makes sense to consider organizing your…