We’ve all seen or heard about a customer success team that’s just “missing something”. Maybe the agents are a little slow to follow up, or they just can’t seem to get your issue requests in the hands of the right person. Mistakes like this happen for even the best teams, but when it’s a recurring issue it’s time to take some action.

Zendesk plus some great new apps are a recipe for a great cocktail. Maybe not as good as an old fashioned…

Companies will go to great lengths to find out what customers think about their business. From expensive surveys to focus groups and everything in-between, customer information traditionally isn’t obtained overnight or on a shoestring budget. But, with this information now being so vital to customer success teams, a standardized method of obtaining real information at an affordable price has emerged. Known as the Net Promoter Score (NPS) it asks customers one simple question…

This is the fourth 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.

The size of a business can be a defining characteristic for any interaction. When it comes to sales, they will approach and speak with you differently based on how many employees and offices you have. With this said, customer support interactions and expectations also vary based on what growth stage a company is currently in. So, how should your company approach customer support at each unique stage of growth and what’s the best technology for you (both now and in the future)?

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.