Best practices
Strategies, how-tos, and ideas to inspire you.
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Article
8 min read
Support tiers: The 5 levels + how to set them up
An effective support tier structure is critical to optimize customer experience and employee retention. Learn about the five levels and how to implement them.
Article
7 min read
First reply time: 9 tips to deliver faster customer service
First reply time refers to how quickly an organization can respond to a customer. Learn how to measure, track, and improve this crucial metric in our guide.
1 min read
How to improve your sales process
A good sales process is the foundation of any successful sales organization. And just like in…
Article
14 min read
Customer service ROI: How to measure and improve it
Customer service ROI is the total impact of investments in improving support quality and efficiency. Learn how to calculate and improve ROI in this guide.
Article
12 min read
Customer success: A guide to what it is and why it matters
Customer success is all about ensuring buyers reach their goals. Create a customer success strategy to increase retention and help your business thrive.
Article
8 min read
What is first contact resolution (FCR)? Benefits + best practices
When used judiciously, first contact resolution can help increase agent efficiency and improve your customer experience.
Article
8 min read
Ticket deflection: Enhance your self-service with AI
Boost customer satisfaction and enable your customer support agents to accomplish more with an effective ticket deflection strategy.
Article
11 min read
Ticket escalation: What it is + 8 ways to manage it
Proper ticket escalation is key to solving customer issues promptly. Learn how it works and why a dedicated escalation process is important for your business.
Article
Customer service management: Key benefits and strategies
Effective customer service management can improve customer loyalty and employee retention. Read along to learn its benefits, how to implement it, and more.
Article
20 min read
Customer service cover letter examples and tips
Use our customer service cover letter examples to stand out from your competition and set yourself up for success.
Article
3 min read
Multilingual customer support: What it is + 5 tips to execute
Providing multilingual support is key to casting a wide net in the marketplace and establishing a diverse, loyal customer base.
Article
34 min read
Top 22 customer service interview questions and answers in 2024
Our comprehensive list of the best customer service interview questions and answers can help you build a dream team of customer service representatives or prepare for your next customer service interview.
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Article
15 min read
How to hire customer support agents in 8 steps
Struggling to find the right customer support talent? Our guide shows you step-by-step instructions on how to hire customer service reps who create exceptional experiences.
Article
8 min read
8 tips for building a thriving help center
Most customers prefer solving issues on their own, but that doesn’t mean they should be left alone. Learn some best practices for building a help center.
Article
8 min read
Customer lifetime value (CLV): What it is + how to calculate it
Customer lifetime value is how much a consumer will spend with your business over time. Learn how to calculate and increase this crucial metric in our guide.
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