According to Brian Covey, Support Manager at OmniGroup, in the world of business, S#!T happens– and it’s bound to hit the fan at one point or another. It is just a matter of fact and the way of life–especially for customer facing teams. Something will go wrong and customer support
One of the hardest parts of any customer support role is figuring out how to deal with angry customers in an effective way. Mindy Postoff, Support Ninja for Woo Commerce, lived up to her “Ninja” title in her talk at UserConf Portland by sharing a simple yet extremely powerful mind
How should customer support share customer feedback with the product team? This is not the first time we’ve heard this question, and the “right” answer seems to be somewhat of a point of contention depending on who you ask. Some teams swear by feedback meetings, others say all hands support
Today’s post comes from Ben MacAskill, Director of Customer Success at SmugMug and one of the awesome speakers joining us at UserConf Portland in June to talk customer support.
Customer Support is the Dream Job.
If you are reading this, you probably know how important support is. Really really important. Here at
Today’s post comes from Erin McCaul and Chiaryn Miranda, two of the fabulous speakers who will be joining us at UserConf Portland in June to talk about customer service and share the special sauce behind Moz’s successful scaling strategy.
Customer Support at Moz, a.k.a. “Dinosaur Party”
Our team has more than doubled
There’s No Real Difference Between Marketing, Public Relations, Community Management, and Customer Support
Marketing, PR, Community, and Support are really the same thing.
How’d I come to this conclusion? That takes a little bit of background: It all started when I became a Community Manager at 2K Games; a mere six years later I was leading both Interactive Marketing and Customer Service. From there
Today’s post comes from Mindy Postoff, a WooCommerce Support Ninja at WooThemes and one of the fun folks who will be speaking at UserConf Portland in June.
Regardless of the product or service you sell, problems will arise and customers will be quick to tell you about them. These issues can
Nothing is more important than your customers, and if you want to keep them around you’re going to have to keep your Product Development and Support teams in sync and make it easy for them to communicate regularly. Sounds easy enough, right? But as many teams have discovered, bridging the
We’ve known for quite some time that customer support and customer satisfaction has a substantial impact on a company’s revenue, customer retention, and reputation; Happy customers continue spending money and tell their colleagues and friends why; unhappy customers leave…and tell the Twitterspere why. As support folks, keeping customers in the
There’s the good, the bad and the downright ugly in customer support, and it’s become part of the human experience to witness a little bit of each. As support people, we are often conditioned to take note of both the positive and the negative customer support experiences we
Welcome to 2014 and more importantly the era of the entitled customer, rightfully entitled that is.
For many years a customer’s experience didn’t really matter all that much. A single bad experience might lose you a customer, or a handful of customers through word of mouth, but companies didn’t really care
Zsofi Goreczky leads the support operations for Prezi at their Budapest office. You can find out more about the Prezi Support Team and the work they do here.
“Whirlwind”. This is the new term for what was once called the daily grind. Whichever description you prefer, this part of our working
Here are some tips from UserVoice on how to get through a critical issue not only unscathed but maybe even by making a good impression as a result! This was born from a popular blog series we published a while back which covered defining, spotting, handling, and escalating critical issues.
There’s two parts of training a customer service rep. The first is imparting the data your company holds. But the second is a little less straightforward. It’s about getting the rep comfortable. It’s terrifying to answer your first tickets. You don’t know enough. You’re scared you’ll screw up.
There isn’t just an
Recently I wanted to get a video to my coworker. It being 2013, I signed onto the company Dropbox and added the video to a folder.
When she went to sync her folders (essentially download it), she got an alert that she was out of space. Suddenly, other coworkers started getting