Written by Monica You may have the best customer support processes in place, be equipped with kickass tools, and recruit great support agents to run the support show. But you keep wondering if you are somehow falling short when delivering great customer experience. …

Written by Monica You probably decided that email isn’t cutting it as a support solution for your business; maybe, you’re building your customer support team or launching a startup of your own — whatever the reason, quality support is crucial in creating great customer experience and building brand loyalty. …

Written by Prashanthini Mande For a customer service agent, few things match the thrill of solving a customer’s problem. In fact, in a recent informal poll we conducted, support reps said that they are more motivated by their eagerness to solve problems than anything else (more than customer love!). …

Written by Abid Khan If you’re a business operating in today’s constantly evolving social landscape, chances are that you use social media as a channel to communicate with customers. Among the different social channels available, Twitter has become the most preferred medium for customers to reach out to brands when…

Written by Monica Today, customer support isn’t restricted to email, phone, and chat. Each year sees new trends in the way brands wow their customers. But there’s one support channel that is powered by users themselves. In this week’s secret sauce edition, we discuss how Mozilla leverages its community to…

Written by Prashanthini Mande There are many occasions in support when you would have to say no to a customer. Maybe the customer asked for a product or a service you don’t offer. Or maybe the customer made an unreasonable or even an unethical demand. So learning to say no…

Written by Prashanthini Mande It’s enough if you follow basic email etiquette to write a good email. But what if “good” isn’t enough. What if you want to write an email that is exceptional and impactful? An exceptional support email helps you reach out and build a bond with a…

Written by Prashanthini Mande When you are sending emails day in and day out, it’s only natural for some emails to miss the mark. Maybe you sent the wrong link to someone or addressed someone by the wrong name. These are issues that can be easily fixed with a simple…

Do you remember a time when you had to send a runner carrying a strongly-worded stone tablet if you had a bad customer experience? Yeah, me neither. And we have Alexander Graham Bell to thank for that. Clearly, customer support was holding out for a hero; and then… Enter Alexander…