Articles about customer support from the TextExpander blog.
Measuring customer service productivity starts with metrics like first contact resolution, ticket resolution time, CSAT, and NPS. Get practical tips on clear roles, self-service portals, automation, and avoiding multitasking.
Text replacement tools find and update outdated or incorrect text across documents and support content. Compare four options, from online text tools and BBEdit to TextExpander and Wordtune, plus when regular expressions help.
Consistency in customer service builds trust because customers know what to expect every time. Learn what reliable service looks like, why predictable support is a strength, and how to keep text-based replies consistent.
Chatbots in customer service often frustrate customers when they misunderstand simple requests. See the standards chatbots need to meet for clear communication, and an alternative that keeps human agents in the conversation.
A bad product experience can still end with a loyal customer. Turn complaints around by responding to reviews quickly, writing a human reply, listening actively, apologizing sincerely, and solving problems together.
Vince Crighton, Support Lead at TextExpander, shares the Snippets he relies on at work and at home. Get a look at how a support team uses TextExpander to answer customers and handle repeated text more efficiently.
Automated responses can still sound personal when they're written with care. Learn how to write automated emails people click, add personal touches, match each response to the situation, and build a response library.
BPO companies face their own workforce challenges, from repetitive tasks to turnover and fast hiring. Explore three common problems in outsourcing operations and practical ways to reduce their drag on output.
Support automation works best when it keeps people in the loop. Learn how rule-based workflows, human checkpoints, an automation journey map, and result tracking let teams respond faster without feeling robotic.
