The Customer (Support) Experience Blog

Right, shall we delay the discussion on customer care again and look at the urgent issue of declining sales and plummeting profits

The Customer (Support) Experience

 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 ...

Maximizing Efficiency: To Deflect, Prevent, or Assist?

More with (Much) Less: Leading Support Teams Th...

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

3 Ways to Improve Your Triage Process

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...

Latest Posts

Maximizing Efficiency: To Deflect, Prevent, or Assist?

More with (Much) Less: Leading Support Teams Th...

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

How do you know if your support queue is healthy?

Is Your Support Queue Healthy?

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...

3 Ways to Improve Your Triage Process

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...

3 Ways AI Helps Reduce Support Ticket Volume

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...

Have you tried turning it on and off again?

3 Types of Avoidable Escalations

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...

With Bonusly and Frame AI together, Scott's team can

Case Study: How Kruze Consulting Uses Frame AI ...

 Kruze Consulting is a leading accounting, finance, HR, and tax consulting provider for seed and venture capital-funded startups. In the midst of the COV...

Right, shall we delay the discussion on customer care again and look at the urgent issue of declining sales and plummeting profits

The Customer (Support) Experience

 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 ...

How To Be a Customer Whisperer Part II: 5 Data-...

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...

Asking

How To Be a Customer Whisperer: 5 Data-Backed T...

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

Who knew

When These 5 Support "Best Practices" Become Na...

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...

Product Led, Experience Driven

If you work in technology, chances are you’ve at least heard about product-led growth.Product-led growth (PLG to its friends) means keeping your product ...

5 Reasons to Use AI to Improve CX

Infographic: 5 Reasons to Use AI to Improve CX

Have you ever been sent a promo code as a pre-emptive apology for an order snafu? Received a proactive message about a CRM glitch with a plan to make you...

Case Studies

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CASE STUDIES

Frame AI Helps Fastly Act Quickly With a Complete Picture of Their Customer...

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CASE STUDIES

Leading MarTech Provider Achieved a 63% Reduction in Recurring Tickets...

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CASE STUDIES

Leading CRM Software Company Realized a 25% Reduction in Ticket...

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CASE STUDIES

Global database platform with >10k customers saves several business days...

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Downloads

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CSAT Under the Microscope
 

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Turning Customer Feedback Into Action

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Infographic: 5 Things To Know About Voice of Customer in 2021

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Signal VoC Event Recaps

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Recap: Building a CX Function From Support

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Recap: High-Performing Health Scores 

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Recap: How Satisfied Are You With CSAT?

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