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To Live Chat or Not to Live Chat?

This is part of our ongoing series on Scaling Customer Service, based on our Customer Service Scaling Timeline. This month we’re covering Stage Two.

One of the most exciting customer service innovations to reach smaller companies in the last few years …

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What is Scaling Anyway?

This is part of our ongoing series on Scaling Customer Service, based on our Customer Service Scaling Timeline.

We just launched the Customer Service Scaling Timeline. But what does scaling really mean?

I sat down with Kevin Mullin, Operations Engineer at UserVoice, …

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Introducing the Customer Service Scaling Timeline

For the last year I’ve been speaking to companies of all sizes about how they handle customer service. These companies very much want to provide great customer service, but the greatest challenge they face is scaling. Tactics that worked when …

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How do you avoid customer support burnout?

We wrote a lot this month about scaling customer support and avoiding burnout. But it's still a daily challenge – customer support is a rewarding but hard job, and everyone who does it should get a medal.

So we're done talking …

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Are Canned Responses Humane?

“Canned” responses. Even the name evokes the image of canned spinach, spam (the food kind), and other atrocities. Clearly, for the modern and enlightened company, having a copied-and-pasted response in an email to a customer is horrible faux pas, right?

Well, …

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