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.
Social media templates help support teams answer frequently asked questions consistently. Choose platforms, set a tone, and use sample response templates and suggested openings for common customer questions.
Tiered support organizes a support team by skill level, routing simple issues to Tier 0 or Tier 1 and escalating complex cases. Learn how each tier works, why companies use this model, and tips for setting it up.
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 delight means exceeding expectations in ways that build loyalty and advocacy. See why delighting customers drives growth, examples from companies that do it well, and three ways to bring delight to your brand.
