by agencydev@wendyourway.com | May 23, 2022 | Support
Your Support team is probably busy — well, busy is not quite a strong enough word. Swamped? Overwhelmed? Drowning? You get the idea. There are simply not enough hours in the day, or people in your most important roles, to make it all the way through your queue —or at...
by agencydev@wendyourway.com | May 23, 2022 | Support
While escalations are a fact of life, you’ve probably seen at least a handful of escalated cases that really didn’t need to get there. Many escalations feature issues that, in retrospect, could and should have been solved earlier and more effectively. It’s essential...
by agencydev@wendyourway.com | Apr 27, 2022 | CX, Support
When Things Go Well… Think of some of your favorite companies. What keeps you coming back? Big shout out to Chewy. I recently changed my shipping address but then saw an email confirmation indicating my auto-ship order for my dog Chief’s food was en route to my old...
by agencydev@wendyourway.com | Nov 11, 2021 | CX, Support
CX teams measure team effort to understand and manage their overall cost of serving customers and to cultivate happy and engaged teams that play a starring role in great customer experiences. Team effort can also make a huge difference in popular metrics like employee...
by agencydev@wendyourway.com | Feb 6, 2018 | Support
Open the floodgates! Inviting customers to your Slack room can be a terrifying experiment. We’re used to keeping customers at arm’s length, safely contained by process. We maintain control through contact forms, ticket numbers, and email chains. So when we consider...
by agencydev@wendyourway.com | Jan 26, 2018 | CX, Support
If you’re like most startup employees, this is how collaborations start. Not in emails or meetings, and not with a long preamble or formal agenda. They start in Slack, with one word: “hey”. More and more companies are realizing they’re not the only ones who work this...
