Customer service usually happens through four channels: social media and live chat, email, self-service, and video or phone. Get best practices for each type of customer service and answers to common questions.
Customer-centric culture puts customer needs at the center of how a company hires and decides. Build one by hiring for customer focus, sharing customer insights widely, having everyone talk to customers, and rewarding it.
Communicating with customers in a crisis, whether an outage, PR problem, or pandemic, can protect or damage trust. Align your crisis team, refine your messaging, communicate across channels, and keep talking after it ends.
Service efficiency and customer experience can coexist on a lean support team. Learn how to define a great experience, tier service levels, add proactive support and automation, and watch what your metrics reward.
Onboarding email sequences set the tone for a new customer's first experience. Get six tips for building excitement, setting expectations, keeping steps small, and teaching customers what they actually need first.
Mapping the customer journey helps close the gap between how you see your customer experience and how customers see it. Learn five benefits, from better onboarding to lower churn, and five steps to build your first map.
Better customer onboarding shapes first impressions and can reduce early churn. Apply six tips, including segmenting customers, focusing on high-value product touchpoints, measuring engagement, and crafting customer journeys.
The importance of customer service shows up in word of mouth, loyalty, pricing, and retention. Explore six observations on how customer service shapes brand reputation, product insights, and marketing opportunities.
Customer service metrics can push teams to chase numbers over people. Explore how a focus on metrics hurts the customer experience, why service is a long game, and how to keep measurement in its place.
