Customer Support 7 min read The Do’s and Don’ts of Support and Product Collaboration From good communication to shared empathy, when support effectively collaborates with product, it unlocks an extraordinary customer experience.
Customer Success 8 min read Training CSMs to Understand What Matters Most to Customers If you want better results, you need to flip the script. You need to figure out how to train your CSMs to understand what truly matters to your customers’ businesses, then take appropriate action.
Customer Success 8 min read Boost Your Customer Success Strategy by Enabling CSMs to be Trusted Advisors The best customer success strategy positions your customer success managers (CSMs) as trusted advisors. You want your customers to see your CSMs as more than product experts or another customer service team. That’s very easy to say. It’s much harder to do.
Customer Success 7 min read 4 Big Wins to Increase Your Customer Success Team’s Impact Your customer success team has a demanding job. How can you make the most of that time? By focusing on the following big wins.
Self-Serve Support 8 min read Not Another Bot: Why Customer Support Automation Isn’t Working Self-serve via customer support automation is booming in today’s instant-gratification world. Unfortunately, the self-serve experience with today’s customer support automation tools leaves much to be desired.
