Every week, there’s some great articles out there on customer support and the overall customer experience. Most of us working on support teams tend to be busy helping customers so we don’t have a chance to go scouring the web for them.
To fix that, I’ve got a brand new section of the Support Ops site with the customer support roundup. Each weekend, our team here will make sure you’ve got the best articles from the past week. Weekends are perfect for reading so it’s a good chance to see what might have been missed in the past week.
If you’ve got any articles or links that we’ve missed, make sure to let us know in the comments. You can also grab it as a Readlist here.
Now go find a cup of coffee and dig in!
1. UserConf NYC
UserConf is back in the Big Apple. Great speakers and a fantastic city. What more could you want in a support conference?
Give your customers a nice surprise every now and then. They’ll reward you with their loyalty for it.
Your customers and your team hate dumb rules that make no sense. Ditch them when they no longer serve a purpose.
What happens if your team gets taken out by the flu? Or if there’s a holiday rush that swaps them? Evan from UserVoice shows how important your team culture really is.
There will be trolls, spammers, and generally unpleasant people who try to interact with you. But as Adam puts it, “Don’t create systems that disadvantage the great majority of your customers just to prevent a tiny fraction from taking advantage.”