Articles about customer support from the TextExpander blog.
After call work (ACW) covers the records, notes, and follow-ups agents complete after each customer interaction. Learn how ACW affects handle time, how to measure it against benchmarks, and how training and technology reduce it.
SMS customer service lets businesses reach customers on the channel they check most. See the benefits of text support, ready-to-use templates for reminders, confirmations, and follow-ups, and best practices for consistent messaging.
Service desk software organizes customer requests across channels and tracks issues to resolution. Learn what service desks do, why efficient operations matter, and five best practices for managing your ticketing system.
Building a customer support workflow gives every request a clear path from first contact to follow-up. Learn what a workflow includes, why it matters, examples of effective workflows, and how to build one step by step.
Customer support efficiency covers speed as well as quality, accuracy, and consistency. Understand why it matters for loyalty, see examples from well-known companies, and get practical ways to improve your team's efficiency.
Average handle time (AHT) measures how long agents take to resolve customer interactions. Learn the AHT formula, its components and benchmarks, how to balance speed with quality, and strategies for setting realistic targets.
Managing customer feedback well turns direct and indirect input into better experiences. Explore feedback channels, how to address complaints, the role of automation, and best practices for closing the feedback loop.
Customer orientation aligns business strategy with what customers actually need. See the risks of overlooking customers, the competitive advantages, and 10 skills a customer-centric team needs, from empathy to problem-solving.
Customer experience optimization balances what customers want with what a business can sustainably deliver. Learn how feedback, journey mapping, user testing, mobile experience, and consistency improve each touchpoint.
