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.
Grab that cup of coffee and dig in!
1. Teaching the Support Team How to Fish
I loved this whole learning experience.
Having less to maintain means more time making our current apps better. To keep things light around here, I built the new Help site from the ground up using Jekyll. It’s lean, offers everything we need to manage content, and nothing we don’t.
2. Support Chronicles – The Keyboard
Keyboard shortcuts = speed = helping more customers.
I don’t know about you, but those 10 seconds can make a huge difference in the level of support I can give, especially if I’m juggling multiple users in live chat or trying to get to get my inbox to zero as fast as possible.
3. Lessons From Disney
Disney nails the customer experience. There’s quite a few things we can learn from Patrick’s notes about his Disney trip.
The attention to detail everywhere is simply insane. Let me suffice to say that anything you can think of, they have thought of it first and made it perfect. From the approach from the parking lot to the ticket booths to the ferry landing to the approach of the boat as it takes you across the lake — never out of view of the magic castle or stunningly pristine viewing angles of the on-property resorts you now wished you had mortgaged the house to stay in — they have imagined an ideal more perfect than you could have on your own.
4. A Happy Cup of Coffee
Shows that there are people brining humanity to their customer interactions.
More often than not my customer service experiences with other companies leave me disappointed. Here’s a story about a company that not only hit the mark for good service but absolutely obliterated it and became the standard from which I now define good service.
5. Does Your App Have a Message Schedule?
Some great ideas for active rather than reactive customer support built right into your app.
Did I miss one from this week? Leave a link to it in the comments or get in touch with me here. I’ll include it in next week’s support roundup!
Add your thoughts