Support leaders share the same headache — tickets keep piling up, but adding more agents isn’t…
Category: resources
How to let customers know about a price increase (without losing them), according to pros
I remember the first time I had to communicate a price increase in a SaaS environment.…
AI vs. human customer service: When to use each approach
Consumers’ reactions after engaging with AI-powered customer chatbots are unpredictable and fuel a clear debate: AI…
Automated knowledge base suggestions that reduce repeat tickets for subscription businesses
Reps who have worked in high-volume support environments say that the biggest point of frustration is…
AI meets customer experience: Mapping journeys with machine learning
As a customer experience professional, I’m hyper-focused on finding ways to improve the customer journey, and…
Tracking customer effort score improves satisfaction — why your CES matters from first touchpoint to last support ticket
Customer Effort Score (CES) has become a cornerstone for measuring friction across the customer journey. In…
How automated renewal workflows help exceed customer retention targets
Churn isn’t always about unhappy customers. Sometimes, customers leave due to changing priorities, missed touchpoints, or…
HubSpot Service Hub pricing guide — plans that help service teams thrive
HubSpot Service Hub empowers support teams with the tools they need to resolve issues faster and…
I tested FAQ software — here are my favorites
I’ve learned firsthand how essential effective FAQ software is for smooth business operations. I was working…
How I Write Effective Knowledge Base Articles [+Templates]
My early days as a customer support agent really drove home the importance of having clear,…