About Hannah Steiman

Hannah is Chief Operating Officer of Peak Support.

Using Facebook For Customer Service? 5 Key Things You Need To Do First

Facebook has evolved into a crucial business tool for companies in nearly every industry. Almost two billion people worldwide use Facebook regularly, and… read more →

Customer Service KPIs: Average Wait Time on Live Chat

Tracking key performance indicators (KPIs) is, well, “key” to managing the performance of your customer service team. But it can be difficult to know what… read more →

3 Costly Customer Service Mistakes - And How To Avoid Them

Providing great customer service is critical for building a strong brand. One in three consumers in the U.S. would walk away from a brand they love after… read more →

Do You Need a Customer Service BPO?

A great customer service team can add wings to a company’s growth, by helping win and retain client loyalty. But should you build your team in-house, or… read more →

The 1 Critical Metric You Need To Plan Your Customer Experience Strategy

Every day, I talk with CEOs and executives at growing companies about their customer experience strategy. They’re often considering questions like: Should… read more →

The True Cost of In-House Customer Service

Companies who want to offer quality customer service face a choice: manage it in-house, or outsource to a customer support specialist? read more →

Four Ways To Improve Your Innovation Success Rate

By now, it’s treated as an established fact: large companies are bad at innovation, small companies are good at it. read more →

Just Getting Started with Business Process Outsourcing? Follow the Four Ts

Let’s say you need more customer support reps. A business process outsourcing firm (BPO) can provide them. But signing a contract is only the first… read more →

Want To Deliver Great Customer Service? Do These 7 Things

Delivering great customer service is hard. But it's critical for a company's success. Nearly two-thirds of people say customer experience is more… read more →
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