Planning & Strategy

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 ensures long-term success. A well-structured SaaS support team isn’t just a help desk—it’s a breeding ground for future leaders. One visionary manager, Mark Johnson, Head of […]

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

  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

“Customer Support Technology & Finance”: A Course for Tech-Savvy Support Managers” Are you a Customer Support Manager, Director, Help Desk Lead, or VP of Support looking to elevate your support center’s operations? Are you a new Head of Support Center in a startup, eager to make the right tech choices? Or perhaps you’re a Customer

Customer support is an integral part of any business, and marketing it effectively can help improve customer satisfaction, drive customer loyalty, and increase revenue. If you are working as a Manager you can use some ways to market your customer support center to your customers. Showcasing your customer support team: Highlight your customer support team’s