Articles about customer support from the TextExpander blog.
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.
Support teams do their best work when they can act without waiting on scripts or approvals. Learn six ways leaders can enable that, from accessible information and expert access to a self-service knowledge base.
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.
Inbound customer service creates enough value that customers come to you. See how self-service docs, webinars, easy onboarding, and free trials attract customers, and how staffing and metrics keep them engaged.
Customer service trends point teams toward stronger relationships and smarter use of AI. See six shifts to consider, including agent experience, security and privacy, real-time co-browsing, and contactless service.
Customer support can improve in the new year with a few focused changes. See six tips on giving customer-facing teams more autonomy, working cross-functionally, gathering feedback, and favoring quality over quantity.
Holiday customer support takes careful planning to handle seasonal spikes. Support leaders can learn how to invest in their team, cover all their bases, automate where it makes sense, and bring in extra help.
Customer satisfaction is hard to capture with a single score. See five ways to measure it, including CSAT, CES, NPS, referrals, and renewals, and why combining several sources gives a more accurate picture.
A customer experience audit reviews every interaction a customer has with your company. See how to run a CX audit and eight reasons to do one, from reducing churn and setting baselines to finding quick fixes.
