Articles about customer experience from the TextExpander blog.
Customer Support
Empathy statements for customer service acknowledge a customer's feelings before solving the problem. Use 100+ phrases for frustration, anger, delays, mistakes, confusion, urgency, follow-ups, and times you can't say yes.
Customer service live chat scripts give your agents tested wording for greetings, holds, troubleshooting, escalations, refunds, and closings. Adapt these 50 free templates to your brand voice, then save them as TextExpander Snippets so every agent can insert them in seconds.
Customer service phrases shape how customers feel about an interaction, even when the outcome stays the same. Use professional vocabulary, positive phrases, and openers for email, chat, and phone, plus phrases to avoid.
Improving customer experience turns casual buyers into loyal advocates. Work through 10 strategies, including valuing employee ideas, personalization, customer journey mapping, open-text feedback, and an omnichannel mindset.
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.
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.
Emotional triggers like belonging, trust, anger, and fear shape how customers respond to your brand. Learn how customer service teams can use storytelling, reciprocity, and social proof to inspire positive emotions.
Earning customer trust shapes both acquisition and long-term loyalty. Support and business teams can see six ways to earn it, from outstanding service and transparency to sharing testimonials and acting on customer feedback.
SaaS customer churn is the rate at which customers cancel their subscriptions. Learn how to calculate churn, then see seven ways to reduce it, from better onboarding and early warnings to customer education.
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.
