Beyond the Buzz: Building Trust with Ethical Customer Sentiment Analysis
Let's be honest. In today's data-driven world, understanding how customers feel is the ultimate competitive edge. Sentiment analysis—the tech that...
Customer Support
Beyond the Chat Log: How Asynchronous Video is Revolutionizing Technical Support
Let’s be honest. Describing a complex technical problem over email or chat is like trying to explain a strange noise...
Designing Accessible and Inclusive Support Channels for Neurodiverse Customers
Think about the last time you contacted customer support. Maybe you were frustrated, confused, or just needed a quick answer....
The Unsung Hero of Growth: How Customer Support Fuels Product-Led Success
When you think of product-led growth (PLG), you probably picture sleek onboarding flows, clever in-app prompts, and that magical "aha!"...
Optimizing B2B Customer Support for Product-Led Growth and Freemium Conversions
Let's be honest. In a product-led growth (PLG) world, your support team isn't just fixing problems anymore. They're on the...
Beyond the Ticket: How Customer Support Holds the Key to Zero-Party Data
Think about your last great customer service experience. Maybe an agent solved a tricky problem, or perhaps they just listened...
From Reacting to Predicting: Building a Proactive Support Strategy with Predictive Analytics and IoT Data
Let’s be honest. For years, customer support has been a bit like a fire department. The alarm rings—a ticket comes...
Beyond the Help Desk: Building a Peer-to-Peer Support Community for Your Niche B2B Software
Let's be honest. If you're selling a specialized B2B tool—think procurement software for the maritime industry, or a CAD plugin...
Customer Support Metrics Beyond CSAT: The Full Picture of Performance
Let’s be honest. For years, Customer Satisfaction Score (CSAT) has been the go-to metric for support teams. It’s simple, it’s...
Level Up Your Team: Gamification Techniques for Customer Support Training and Performance
Let's be honest. Traditional customer support training can be... well, a bit of a slog. Endless slideshows, dense policy documents,...
