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.
Customer success automation handles the repetitive tasks behind a CS program, not the relationship itself. See how to automate organization, timely content, health monitoring, onboarding, and spotting opportunities.
CX Operations has grown as customer service evolved into customer experience. Get guidance on finding inefficiencies, breaking down silos between teams, and building efficiency into how your CX organization works.
Customer support has a long history as a remote role, and clear best practices have emerged. Get guidance on hiring remote support staff, using video chat, daily pulse checks, knowledge sharing, and the KPIs worth tracking.
Vince Crighton, Support Lead at TextExpander, shares the Snippets he relies on at work and at home. Get a look at how a support team uses TextExpander to answer customers and handle repeated text more efficiently.
Hiring in different time zones helps support teams reply to customers faster around the clock. See the benefits of distributed support hiring and the steps to extend coverage as your company and customer base grow.
CRM sales notes stay consistent when reps start from the same TextExpander Snippets. Set up Fill-ins, qualifying question templates, and lost opportunity notes, then share them with the team and use them in training.
Customer education gives buyers the knowledge to succeed with your product, building trust and loyalty. Explore who should invest, the main benefits, how to build an education program, and brands that do it well.
Employee experience shapes the customer experience more than many teams realize. Learn what employee experience means, how engaged staff affect service quality, and why supporting your team helps customers too.
BPO companies face their own workforce challenges, from repetitive tasks to turnover and fast hiring. Explore three common problems in outsourcing operations and practical ways to reduce their drag on output.
