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

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.

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.

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.

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...

Through this article, you’ll gain insight into how to start the documentation process, learn ten expert tips for writing successful support documentation, and see how a tool like Tettra can help you create the internal knowledge base of your dreams.

Support teams are constantly dealing with change. They’re forced to think on their feet, adjust on the fly, and have to be masters of finding accurate answers quickly. That’s why having great support team documentation matters so much.