Articles about customer support from the TextExpander blog.
Thirty-one customer service tips cover ways to help both customers and the support team, from offering multiple support channels and respecting agents to involving the whole company in the inbox and keeping replies consistent.
Measuring customer satisfaction can start without a complex program or new budget. Begin small, use resources you already have, set a specific goal, and win buy-in so your support team can track customer happiness simply.
Customer service policy guidelines give support agents consistency while leaving room for judgment. Use this simple template to define your policy, weigh key considerations, and map the support workflow your team follows.
Measuring customer satisfaction shows how customers actually see your business, which often differs from internal assumptions. Review CSAT best practices and why satisfaction results drive long-term customer loyalty.
Use these 22 customer satisfaction survey questions, including CSAT, CES, and NPS examples, to measure the consistency of your service. Includes two copy-ready survey templates and the wording mistakes that skew results.
Tracking customer service KPIs shows whether your support team is running well before problems pile up. See why first reply time, employee engagement, customer satisfaction, and average resolution time matter most.
AI in customer service can support the work your team already does. See four practical uses: automating live chat, triaging conversations, adding context to customer conversations, and managing knowledge.
Customer service traits to hire for go beyond friendliness. Look for 17 qualities in new support reps, including careful listening, curiosity, writing skills, empathy, problem-solving, adaptability, and patience.
Customer service training ideas help support teams keep customers at the center. Try ticket roulette, peer and manager reviews, company-wide support shifts, and new product training, plus resources to go further.
