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Mean Time to Resolution: 3 Strategies to Improve This Month
Customer Support

Mean Time to Resolution: 3 Strategies to Improve This Month

Calculating and tracking your Mean Time to Resolution (MTTR) is the best way to identify what your team is optimized for and to uncover ways to improve your customer experience.

  • Julia Salem
    Julia Salem
10 min read
Help Center Articles Are Underutilized: Here’s How to Fix That
Customer Support

Help Center Articles Are Underutilized: Here’s How to Fix That

If your top help center articles aren’t quickly guiding customers to the right resolution for their situation, they’re probably driving more ticket volume than they should be.

  • Julia Salem
    Julia Salem
8 min read
5 Challenges Marketplace Customer Support Leaders Must Navigate in 2024
Customer Support

5 Challenges Marketplace Customer Support Leaders Must Navigate in 2024

Customer support leaders at online marketplaces have one of the most difficult roles. So how do you continue offering excellent support quality while resolving mission-critical issues that frustrate your agents and customers?

  • Arpita Goala
    Arpita Goala
10 min read
The Do’s and Don’ts of Self-Serve Support
Self-Serve Support

The Do’s and Don’ts of Self-Serve Support

Here's how innovative companies are investing in making their self-serve support more proactive, empathetic, and efficient this year.

  • Arpita Goala
    Arpita Goala
5 min read
Acing Your First 90 Days as a Customer Support Leader
Customer Support

Acing Your First 90 Days as a Customer Support Leader

Your first 90 days in a new organization set the tone for your tenure. Over 50% of leaders fail within 18 months of taking on a new role.* This makes your first few

  • Arpita Goala
    Arpita Goala
5 min read
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