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

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.

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.

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.