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...
Customer Support
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,...
Integrating AI Chatbots with Human Support Workflows: The Art of the Handoff
Let's be honest. The word "chatbot" can conjure up some... frustrating memories. You know the ones. Endless loops of pre-written...
Sustainable and Ethical Customer Support: It’s More Than Just a Nice Thing to Do
Let's be honest. When we think about sustainability, our minds often jump to recycled packaging or carbon-neutral shipping. Customer support?...
Omnichannel Customer Support Integration: Weaving a Seamless Support Tapestry
You know the feeling. You start a conversation with a company on Twitter, then switch to email to share a...
Integrating Customer Support with Product Development Cycles
Think of your product development team as the engine of a car. Powerful, sophisticated, built for speed. Now, think of...
