In the world of ecommerce consumer decisions are made in seconds. Whether it’s a first impression, purchasing decision, or change of heart—seconds can make or break a customer outcome. It’s no coincidence that within seconds of making a buying decision, I can complete the purchasing process online. With the click of a button, voice command, or automated subscription—I can’t spend my money any faster or easier.

With more companies discovering the value of customer support, and how it’s now a profit center and no longer a cost center, company executives are placing a higher value on support metrics. Data is king in modern business, with more decisions being driven by analytics than ever before. So, if you’re a customer support leader, how can you maintain accurate reporting and metrics in your customer support software? Here are some of the best tactics…

This is the third part in our mini-series of stories from unsung heroes on the front lines of customer support management, who share what has helped them succeed in their role.

Just the other day, as I was scrolling through my never-ending reading list, I stumbled upon an article on customer experience which made me raise my eyebrows. If it weren’t for two of my three mischievous puppies picking a fight over a dirty sock, I would have probably emailed the author.

Heather Jones joined Geckoboard as Customer Success Champion in 2017. She has a keen interest in AI and last year she built Geckoboard’s first Customer Success Bot. Here she tells us what’s happened since then.

Getting the right information to or from the right people in a large organization is easier said than done. True collaboration, the workflow gold standard for scaling companies, can sometimes seem like a pipe dream. To fill the gaps, many of us are inclined to include people via forwarding emails or cc’ing people on them—at times, over-including people to a fault.