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.
The golden rules of customer service are core principles for consistent, high-quality support. Review ten rules, from putting customers first and listening actively to positive language, team training, and ongoing improvement.
Customer service characteristics that drive ROI include a clear experience vision, removing grit, focusing on employee experience, and acting proactively. CX expert Adrian Swinscoe explains each one.
Call center knowledge base software gives agents fast access to answers, scripts, and policies during calls. Compare picks for text expansion, knowledge bases, decision trees, call flow software, and wikis.
A customer experience strategy can raise revenue and cut costs when it rests on a clear vision. Punk CX author Adrian Swinscoe shares the keys to a strong strategy, the dangers to avoid, and examples from his talk on CX ROI.
A single source of truth gives customer support teams one reliable place for answers, so information stays accurate as it moves between agents. TextExpander's senior support lead explains how it keeps responses consistent.
Five customer service attributes separate high-performing, customer-centric companies from the rest. Drawing on John Sills' work, see how ambition, connection, agent authority, focus, and perspective help teams serve customers.
Showing empathy in customer service helps agents connect with customers, especially over email and chat where tone is easy to miss. Learn how empathy differs from sympathy, techniques for empathy statements, and five examples.
Seven customer experience behaviors define what a human experience looks like: accessible, consistent, flexible, proactive, respectful, responsible, and straightforward. See how CX author John Sills describes each one.
Customer feedback requests are everywhere, yet surveys often produce noise instead of insight. CX author John Sills explains the feedback wedge and why customers don't always know what they want.
