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The Best Tech Tools for Managing Social Media Customer Service

Providing good customer service via social media is a “must” for businesses in any industry. But juggling comments, messages and tweets across Instagram,… read more →

An Angry Customer Posted On Your Facebook Page. Now What?

Social media is an increasingly important channel for customer service. Sometimes it’s a customer’s first stop. Other times, they’ll go there if they’re… read more →

Eight Essential Readings For Training New Leaders

We launched our leadership training program - the Emerging Leaders Program, or ELP - with one simple idea: Leaders are made, not born. The 6-month program… read more →

Customer Service KPIs: Average Handle 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 →

Customer Service KPIs: Customer Satisfaction 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 →

Increasing Your Customer Support Team's Productivity And Profitability

We all know how vital a great customer service team is to your company’s success. A great customer support team can drive sales, generate word-of-mouth… read more →

You’re Not Too Small To Outsource Customer Service. Here’s How To Find a Good Partner

At a growing company with a small team, everyone typically does everything. That means the CEO might be answering customer service emails - and not just… read more →
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