The Customer (Support) Experience Blog

A few weeks ago, we had the honor of welcoming Christine Rimer to Team Frame AI as our first independent board member. Getting to know Christine through ...

 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...

 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...

 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...

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 ...