If you’ve ever worked in or been a part of the customer support industry, you’ve likely seen or directly experienced “contents” or “games” like the scenarios listed above. The more formal definition – gamification – is essentially a tactic used by the customer support industry to incentivize agents to reach specific (yet often arbitrary) goals put in place by leadership.

It seems like all areas of a business now rely on software in some way. There is payroll software for Accounting, lead nurturing and CRM for Sales, and customer service for the support team to resolve customer issues. All these systems are great, but in this modern era of business how do companies communicate internally with so many different technologies?

Feedback matters in the customer-centric era of business we work in. Whether it’s a customer telling your CEO that an agent did a great job or giving them a “negative” face after a chat session, there are many ways companies can receive feedback about their business.

Customer service is a concept that can mean many things to different businesses. At the heart of it all however, serving the customer is what keeps a business running. It’s crucial for the longevity of any company. Gartner’s 2018 Customer Experience Survey found that two-thirds of a company’s competitive edge was predicated on the experience they delivered to their customers.

Great customer service agents are invaluable in any business. Not only can they make your customers happy in an instant, but they can completely change the perception of your company. Finding these great agents, however, isn’t easy. Here are twelve customer service skills all great agents need and what you should look for when building your team…

We’ve all worked with customers that have seemingly unrealistic expectations. You give them an inch and they expect a mile! However, losing them as a customer is simply out of the question. Maybe they’re a large percentage of revenue or there’s a lot at stake in making the business relationship work. Regardless of the scenario, here are 4 modern strategies for managing customer expectations…

Working in a customer-centric industry, there are some days when it seems like everybody wants to talk to you. Maybe it’s because you’ve done something great, but most of the time it’s due to an error or malfunction in your product or service. So, what can you do on these days where the ticket volume just isn’t going down? Here are 5 tips for handling an increase in ticket volume so you can make the best of these unwelcome situations…

As a SaaS company grows, customer success becomes even more important. Defined as doing everything in your power to ensure customers are successful with your business, creating a thriving customer success program and team doesn’t happen overnight. But, if you’re a SaaS company and you’re doing great without a success team, why should you care? Let’s look at the future of SaaS customer success and why it’s become a focus for so many companies…

Sometimes in business, attitude is more important than any service or product. Approaching conversations with the right perspective for the situation can completely change the expectations of all parties involved. One person can increase the morale of a room, turning doubt into hope by providing a positive outlook on a situation.

As we add more technology to our lives to meet our business needs, the customer support software system has become increasingly essential. It’s now much more than just a ticketing system! It’s evolved into a vital supply of customer data and information. As you evaluate your own customer-centric systems and processes, here are 11 must have features to look for in a customer support software system…