The Customer (Support) Experience Blog

###The Problem“No new headcount.  Growth and retention targets unchanged.”  The message many Support leaders are getting from C-suites right now is clear...

Support queue health is complex. There are dozens of popular Support metrics that each have a time and a place. Each one offers unique insight into the q...

Every day, your agents work really hard to solve customer problems thoughtfully and efficiently. Right now, there’s a good chance that several agents are...

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...

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 f...

##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...

The stakes for customer experience are only getting higher. According to Zendesk, 61% of customers would now defect to a competitor after just one bad ex...

For many businesses, Support interactions represent the only human interaction they have with their customers.According to Zendesk, 78% of senior company...

On paper, your agent everything right. So why did that case get….(insert any and every negative outcome you weren’t expecting)….escalated, re-opened, low...

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 starri...

This is the final post in a three-part series about assembling your customer feedback stack so that you can take action faster and more effectively than ...