Great customer service is fast, accurate, and consistent in every reply. This category helps support agents, customer success managers, and call center leaders get there. You’ll find canned responses and live chat scripts, empathy statements, interview questions for hiring agents, guidance on CSAT, NPS, and other CX metrics, and comparisons of support tools. Each guide includes examples you can adapt and save as snippets, so your team can answer common questions in seconds.
Organizational silos, company culture, outdated processes, proving ROI, and employee engagement top the customer service challenges CX leaders expect. See what senior CX survey data says about each one and why it matters.
Training new employees on TextExpander helps customer-facing hires stay on brand from their first week. Get tips for setting up Snippets for inline search, adding public Snippet Groups and templates, and using search shortcuts.
ChatGPT and TextExpander work well together in customer service: AI drafts professional replies, and reps save the best versions as Snippets. See ChatGPT's strengths and weaknesses and how to build a reusable email Snippet.
Employee retention in customer service starts with knowing what each agent wants next. Meet the three types of support agents (climbers, escapees, and happy campers) and see how managers can keep each group engaged.
Aligning sales and customer service teams breaks down silos that hurt the customer experience. Get six practical tips, from shared goals and technology to cross-department meetings, joint onboarding, and cross-training.
Amazon's principle of customer obsession led its first customer service VP to a surprising idea: the best service is no service. Learn seven ways to reduce customer contacts through self-service and proactivity.
Customer service training for every employee teaches product knowledge and how customers think. See why everyone at TextExpander works support during onboarding and how the practice builds a service culture.
Measuring customer service productivity starts with metrics like first contact resolution, ticket resolution time, CSAT, and NPS. Get practical tips on clear roles, self-service portals, automation, and avoiding multitasking.
For customer success teams, the right software helps answer questions, share knowledge, and keep customers getting value. Compare five tools, including CloudApp, 1Password, TextExpander, Krisp, and Calendly, and what each solves.
