Articles about customer support from the TextExpander blog.
Net Promoter Score (NPS) measures customer loyalty by sorting survey responses into promoters, passives, and detractors. Learn how to calculate NPS on 11-point and 5-point scales, use Excel, and judge what a good score is.
Good customer service is the support a company provides before, during, and after a purchase. Get a clear definition, the main types of service, best practices, ways to improve customer service ROI, and common jargon explained.
Call center productivity rests on metrics like average handle time, talk time, first call resolution, and missed calls. Find strategies for agent motivation, workflows, turnover, training, and the tools that support them.
Call center scripts give agents a consistent starting point they can personalize for each caller. Use greeting, hold, angry-customer, insurance, and closing script examples, plus 10 best practices for writing effective scripts.
Exceptional customer service examples from Chewy, Zappos, Ritz-Carlton, Nordstrom, and other real companies show what sets great service apart. See the patterns behind each story and how to discuss them in an interview.
Five-star customer service keeps customers loyal when they're choosing which companies to keep. Apply five tips, from better informing your team and admitting mistakes to proactive problem solving, plus real service examples.
Customer service strategy is a plan for keeping customers happy across the whole company. Review six components, from a company-wide mission and hiring the right people to training, policy, team autonomy, and feedback loops.
Small businesses can use customer loyalty programs to keep customers coming back. Compare points, tier, paid, and value programs, see the retention and revenue benefits, and get ideas from eight program examples.
Support teams use customer support software to pull email, chat, social, and phone inquiries into one place. Compare TextExpander, Zendesk, Intercom, Notion, and Todoist by how each helps agents respond and stay organized.
