Demographic questions might seem personal, but they’re essential if you want to truly understand your customers.…
Category: resources
How close-ended questions shape your survey results
If you’re creating a survey, you may be wondering whether to use open-ended or close-ended questions.…
I dug through help desk knowledge base examples — Here are my favorites and how they get results
When I encounter a tech issue, my first move is to search Google for a knowledge…
Knowledge management vs. knowledge bases — What works best, from a service pro
I distinctly recall one quarter at Skybound Entertainment. We’d hit a sweet spot — successful Kickstarters,…
Best cloud customer service software that connects your entire business
Nothing is more frustrating than speaking to different customer service agents and having to re-explain the…
16 best free online survey makers and tools [+ recommendations]
Creating professional surveys shouldn’t cost a fortune or require technical expertise. Free online survey maker allows…
The top 14 customer service certifications & courses you need to take
I’ve learned a hard lesson in my career: hope is not a strategy. I remember standing…
Customer service AI automation workflows that don't lose the human touch
Customers today expect fast, personalized support, and AI automation workflows make that a reality. Customer service…
How to conduct survey analysis like a data pro [all my tips + secrets]
I’ll be the first to admit that I wish survey data could sort and analyze itself.…
The best SaaS knowledge bases and what your company can learn
I recently started a new job, and my company uses a few SaaS tools that are…