Customer support 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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How to launch a digital customer experience transformation

Learn what it means to transform the customer experience and why building a customer insights and action engine is so important.

Latest stories

Dealing with abusive customers: 3 ways to have your team’s back Article

Dealing with abusive customers: 3 ways to have your team’s back

Learn how to carefully handle abusive customers and support your team in the face of conflict.

Making spirits bright: 5 ways to support your CX team during the holidays Article

Making spirits bright: 5 ways to support your CX team during the holidays

When spending is up and inventory is down, it puts extra pressure on customer service teams at a time when ticket volume is already high. Here's how to help your staff through the busiest season of the year.

Conversational UX: A beginner’s guide (+5 best practices) Article

Conversational UX: A beginner’s guide (+5 best practices)

Conversational UX is quickly becoming a key ingredient in an exceptional customer experience, but getting started can be difficult. Here’s everything you need to know about conversational UX before you dive in.

3 ways to provide an AI customer experience Article

3 ways to provide an AI customer experience

Learn how you can use AI to improve the customer experience at every touchpoint—and why you should.

8 ways to adopt and grow a customer service mindset Article

8 ways to adopt and grow a customer service mindset

How do you ensure that your customer service team understands their role and leads the charge when it comes to driving customer satisfaction and loyalty? The answer: Help them adopt a customer service mindset.

Top ways to drive collaboration between support and development teams Article

Top ways to drive collaboration between support and development teams

Collaboration between CSAs and developers can be difficult at best—and a blocker at worst—which can have disastrous impacts on customer support success metrics. But there's a better way.

Customer success vs. customer experience: What’s the difference? Article

Customer success vs. customer experience: What’s the difference?

Customer success vs. customer experience—what differentiates the two? Find out how they’re different and how they work together to improve the customer journey.

Give your agents the context they need to solve customer problems Article

Give your agents the context they need to solve customer problems

With the right knowledge at their fingertips, agents can spend less time swiveling between tools and more time helping your customers.