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Alex Friend

Alex Friend

9 posts •
4 Books Every Support Leader Should Read (Plus Key Takeaways)
support

4 Books Every Support Leader Should Read (Plus Key Takeaways)

As customer experience moves into the spotlight, it’s the perfect time for support leaders to invest in professional development and growth. Here are four books to get you started.

  • Alex Friend
    Alex Friend
8 min read
How to Make Support a Key Player in Revenue Growth

How to Make Support a Key Player in Revenue Growth

If you think support is just a function designed to answer customers’ technical inquiries and try to keep costs down while doing it, you’re wrong. And thinking about support this way can

  • Alex Friend
    Alex Friend
7 min read
Three Things Great Support Teams Do That Others Don't
support

Three Things Great Support Teams Do That Others Don't

Great support teams are created and cultivated through an ongoing process of intentional decision-making. Here are three things you can do to set your team apart from the rest.

  • Alex Friend
    Alex Friend
6 min read
Improving Agent CSATs and Productivity on Zendesk with Interactive Guides
agents

Improving Agent CSATs and Productivity on Zendesk with Interactive Guides

With Stonly, companies can create step-by-step scripted guides that can help agents being more productive while providing a better services to customers.

  • Alex Friend
    Alex Friend
3 min read
Reducing Turnover in Customer Service Teams
support

Reducing Turnover in Customer Service Teams

For a long time, customer support agents were considered as second class citizens while companies did not realize that support was a key differentiator and played an important part in their growth. In

  • Alex Friend
    Alex Friend
3 min read
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