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We found 17 customer service software platforms that are at the top of their game with features that cater really well to different types of businesses and support models.

A breakdown of four foundational customer support workflows designed to boost speed, consistency, and scalability. Whether your ticket...

Creating a knowledge base can feel intimidating, but it doesn’t have to be overly complex. That being said, it is one of things you want to get right, because while a well-crafted knowledge base empowers customers to solve problems and reduces the workload on your support team, a poorly built knowledge base can make things worse.

If you’re tired of failed implementations and stalled onboarding sessions, this guide will show you how to use a phased implementation plan to get better results. We’ll look at how to develop a structured plan, defining key deliverables at each stage, and how to use Dock’s tools to make the whole process smooth and simple.

In this guide, we’ll break down how to enable your presales team to scale their impact, reduce time wasted in unnecessary meetings, and help your sales org close more deals—without overloading your best technical experts.

It’s hard for native English speakers to imagine struggling to find information online since over half the internet is written in English (despite only around 16% of the world’s population speaking it proficiently). But I don't live in an English-speaking country, so I experience this struggle daily.

The customer is always right. It’s a phrase every business person knows — and one that makes customer service staff cringe. To be honest, the customer is not right quite often, and pretending otherwise is exhausting.

We’ve all been there. A customer reaches out with a baffling technical issue that no one on the team has encountered before. The result? That ticket languishes at the top of the queue, leading to a frustrated customer and a frustrated customer support team.

It’s a tale as old as time…or at least as old as the SaaS world: a bug is reported or a Saas feature requested, only to have it lost in the never-ending abyss of the backlog.

Whether you’re just starting out with a small venture or managing a sprawling corporate empire, embracing a chatbot could propel your customer service to new heights.

Ticket triggers automate real-time responses, giving customers a quick reply and assigning the right agent, while automations for time-sensitive tasks keep your follow-ups and reminders on track.

If you’re not tagging tickets yet and you’re not sure how to start, you’ve come to the right place. This guide will explain what ticket tagging is, why it's important, and how you can implement a ticket tagging system to streamline your support operations.

Let’s explore how internal and external knowledge bases can be tailored to serve your company's distinct purposes, ensuring your customers and employees have the information they need right at their fingertips.

If you’re an early startup building out your first customer service department or you’re a new support leader trying to figure out the right structure for your team, you may not know how to assess if customer service tiers make sense for your company.

Keeping a consistent voice and tone across different mediums builds your brand and creates trust with customers. It can even contribute to an increase in revenue.

Assuming your product does what customers need it to do, providing great customer support creates a one-two combination that leads to customer loyalty. Customers who see success with your product and receive great support are naturally more likely to repeat purchases and spread positive word-of-mouth to their friends. But that’s just the tip of the iceberg.

If you’re a customer service leader, chances are you’ve dealt with CFO's or other executives questioning the value of your team. Customer support teams are often seen as cost centers — a necessary function, but not something worth investing in beyond the bare minimum. Clinging to this perspective will inevitably harm your company in the long term.

There’s no better way to do this than with your Voice of the Customer (VoC) analytics and QA program — two customer experience functions that used to be separated, but are blending together and evolving due to improvements in AI.

Both customer support and customer success teams are designed to improve customer satisfaction and increase customer retention, thus increasing revenue for your company. But customer support is usually reactive with a shorter-term focus, while customer success is usually proactive with a longer-term focus.

A practical breakdown of how to prioritize topics, organize content, and build a support content roadmap so your team avoids...