Customer service – these two simple words rule the business landscape today.  A small setup or an established business – there is only one thing that can guarantee long-term survival and success: the quality of the service and experiences you provide.  While it appears straightforward on the surface, the reality reveals a different side of...

Successful customer support requires a lot more than just hiring the right team.  With customer expectations mounting to new heights and agents’ workload increasing by equal measure, customer support is becoming a rough terrain laden with numerous challenges.  But, as they say, every problem has a solution. Knowledge-centered support (KCS) can give you a competitive...

Suppose you are facing an issue with your credit card and want an urgent solution.  Would you walk up to the bank, call customer care to wait for hours, or email their support team only to get a response two days later?  The answer is clearly a No! You would rather expect to find an...

Every second that customers wait for your response, takes them closer to a faster, better competitor.  This is a huge price to pay for delayed responses and less-than-perfect experiences.  But, your agents can only do so much.  Calls, emails, tickets coming from all directions, every minute and every single day, can drive agents bonkers. They...

No matter how good your SaaS product is or how much you’ve spent on promoting it, if you fail to provide delightful SaaS customer support, you fail your customers, too! The industry has grown 500% in the last seven years, pushing businesses to prioritize product development and customer support. So, how do you navigate this...

From the smallest of startups to the largest of enterprises, there is only one thing that can guarantee consistent growth and success, and that is customer experience.  Even with rapid technological advancements, many businesses are still stuck in cracking the code to customer happiness.  What makes customers tick? What is the formula to win their...

Came here searching for the best help authoring tools? You are in the right place.  I often notice that modern customers are speed demons. They look for intelligently designed self-service platforms that provide help with just a few clicks and swipes. What if you don’t meet their expectations? Your hard-earned customers might turn to your...

Nobody likes to do the same thing repeatedly unless it’s about having your favorite meal or listening to your favorite song on a loop, right?  Businesses do realize that, too. This is why most create FAQs (Frequently Asked Questions) on their website to avoid manually answering common and repetitive questions.  This page consists of questions...

If there is one thing that modern customers crave for, it’s seamless 24×7 support experiences.  In fact, 74% of customers expect brands to have a self-service support portal.  But, providing them with online self-help options is one thing and delivering on your promise of a stellar self-service support experience is another.  One poor experience can...

One thing that can give you a definite edge over the competition is the quality of your customer service. Research by Microsoft testifies this pretty well: Image Source: ProProfs To meet these expectations, simply having a powerful customer support team doesn’t suffice, especially during times when your business is going through rapid development or a...