Weekly Blogs
Stay updated with practical tips, strategies and insights for building word-class support teams. From tools and workflows to leadership and metrics – we cover it all every week.
“What does a Customer Success Manager do?” In the fast-evolving world of SaaS and subscription-based businesses, Customer Success Managers (CSMs) have become the secret weapon behind...
Scaling a SaaS business means more customers, more complexity, and ultimately, a bigger support team. But while scaling your support headcount is important, building a leadership pipeline is what...
In the fast-paced world of SaaS, delivering exceptional customer support is non-negotiable. While most customer inquiries can be resolved quickly by frontline support, complex issues sometimes arise...
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...
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...
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...
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...
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...
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...