When your SaaS company runs a big campaign, launches a new feature, or experiences a sudden traffic spike, your customer support team must be ready to handle a flood of questions. If not managed well, this can lead to long wait times, missed SLAs, frustrated customers, and overworked agents. This blog provides a simple and […]
How to Manage Customer Support During High-Traffic Events Read More »
In today’s fast-evolving SaaS landscape, customer expectations are sky-high. They expect fast, consistent, and contextual support—whether they contact you through chat, email, social media, or phone. That’s where omnichannel support comes in. But while the concept is easy to grasp, implementing and managing it as a team leader is a different ball game altogether.
Omnichannel Customer Support: What It Means for Team Leaders Read More »
In today’s fast-paced digital world, customers expect quick and efficient solutions to their problems. A well-executed self-service strategy not only improves customer satisfaction but also reduces operational costs and enhances support efficiency. Here’s how you can implement a self-service strategy that delivers results. 1. Understand Customer Needs Before implementing a self-service strategy, it’s crucial to
How to Implement a Self-Service Strategy That Works Read More »
Chatbots have become a crucial part of modern customer support, with businesses using AI-driven bots to handle common queries, reduce response times, and improve efficiency. While chatbots offer numerous advantages, many support leaders are concerned about their impact on customer experience, job security, and operational effectiveness. So, should customer support leaders be worried about chatbots
The Future of Chatbots in Customer Support: Should Leaders Be Worried? Read More »
Inbound Tickets per Agent per Month DefinitionInbound Tickets per Agent per Month refers to the average number of inbound tickets or interactions handled by an agent within a month. This includes all inbound contacts from multiple channels, such as voice calls, live chats, emails, social media messages, and any other customer service platforms. The
Measuring Productivity: The Importance of Inbound Tickets per Agent per Month Read More »
In the dynamic world of customer service, Agent Utilization is a key metric for understanding how efficiently your team uses their working hours. By evaluating the time agents spend actively engaging with customers, this metric offers insights into productivity and operational performance, providing a foundation for enhancing efficiency. What is Agent Utilization? Agent Utilization measures
Maximizing Efficiency: Understanding and Optimizing Agent Utilization in Support Centers Read More »
Cost per Contact Definition:Cost per Contact is the total annual operating expense of the customer support center divided by the annual contact volume of the customer support center. Operating expenses include all employee salaries, overtime pay, benefits, and incentive compensation, plus all contractor, facilities, telecom, desktop computing, software licensing, training, travel, office supplies, and
Cost per Contact & Resolution Efficiency for High-Performance Support Read More »
Why Support SOPs Are Important and How to Create One as a New Support Leader A Support Standard Operating Procedure (SOP) is the backbone of a successful support team, ensuring consistency, efficiency, and scalability. If you’re a new support leader, understanding how to create and use SOPs is crucial for building a high-performing support
Why Support SOPs Are Important and How to Create One as a New Support Leader Read More »
Training new customer support agents quickly and effectively is crucial to building a high-performing team. A streamlined 30-day onboarding program can help agents reach full productivity faster, align with company, department, and customer values, and enhance the customer experience. Here’s a step-by-step guide for customer support team leaders to train new agents within a month,
Train New Customer Support Agents in Just 30 Days: A Leadership Guide Read More »
The world of customer support has evolved dramatically over the last decade, with one of the most transformative advancements being the integration of Artificial Intelligence (AI). Businesses across industries, particularly SaaS (Software-as-a-Service) companies, are embracing AI to enhance customer experiences, streamline support operations, and reduce costs. However, as with any technological innovation, AI comes with
How AI is Transforming Customer Support: Benefits & Challenges Read More »
