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A Situtation Timeline

November 6, 2013 By Chase Clemons 2 Comments

Intercom posted a great message on their fallout from the MongoHQ situation. It’s thorough, reassuring, and just really well written.

The part I love is their summary timeline. It details exactly what happened each day from the announcement on October 29th. It’s clear to the customer that the Intercom team was working every day to make sure their data was safe and secure. Definitely a nice touch and something to have in your back pocket if this ever happens to your team.

Check out Intercom’s full message and report here.

Feature Request Email

October 30, 2013 By Chase Clemons Leave a Comment

From the Help Scout team:

Hey ______,

I really appreciate you taking the time to shoot this over to us, thanks for sharing your thoughts. As of this time, [feature] isn’t the perfect fit. We do have some other exciting features on our plate, and should anything change about your request, we’ll make sure you are the first to know.

Short, simple, and sweet. I love the way they phrase this feature request email.

The Customer Support Weekend Roundup #22

September 29, 2013 By Chase Clemons Leave a Comment

weekend-roundup-new

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. So I round them all up for your reading pleasure here.

If you’ve got any articles or links that I’ve missed, make sure to let me know in the comments.

Care

Evan’s last article at UserVoice is a great reminder for everyone working with customers.

Customer Service is a Two Way Street

“What we often forget, however, is that we, as customers, also shoulder some responsibility in the service that we receive. Customers themselves play a very important role in the customer service process, but this role often goes overlooked.”

Best practices: Developing content for your knowledge base

Jennifer Rowe looks at the best practices for creating your help docs.

How Fab.com Dispelled My Hate for Daily Deals with Low-Effort Customer Service

Holly Aker from Software Advice pass this particular one on to me. It’s an interview Fab.com’s Senior Vice President of Global Communications, Deborah Roth, to find out how Fab.com uses low-effort customer service to keep their customers coming back.

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!

Amazon’s New Mayday Support

September 25, 2013 By Chase Clemons 6 Comments

From Amazon’s new Kindle Fire HDX:

Live Support with Mayday
NEW—Simply tap the “Mayday” button to be connected for free to an Amazon expert who can co-pilot you through any feature by drawing on your screen, walking you through how to do something yourself, or doing it for you—whatever works best. Mayday is available 24×7, 365 days a year, and it’s free. Throughout the process, you will be able to see your Amazon Tech advisor live on your screen, but they won’t see you. 15 seconds or less is the Mayday response time goal.

From the customer support side, this is simple awesome. It’s like having a dedicated Amazon expert ready to help you if you run into any trouble. With the response time of 15 seconds or less, it’s a no-brainer for customers to use that channel to get help.

What’s your thoughts on the new Mayday button?

The Customer Support Weekend Roundup #21

September 22, 2013 By Chase Clemons Leave a Comment

weekend-roundup-new

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. So I round them all up for your reading pleasure here.

If you’ve got any articles or links that I’ve missed, make sure to let me know in the comments.

Mailgun’s explanation to customers about their outage

This one’s a masterclass in how to properly explain outages to customers. Go read it now and make your notes so you can have something ready for your next outage!

Understanding human psychology

“You have listened to your customer. You’ve communicated clearly with them. You’ve gone a step further and empathized with them. You’re well on your way to providing great customer service. Now it’s time to get inside your customer’s head. Don’t rely on fixing problems as they happen. Anticipate their needs and try to identify where they will encounter trouble before they do.”

Perils of making customers pay for support

Freshdesk gives us a solid explanation why customers paying for support just doesn’t appeal to them.

A story about the benefits of proactive customer service

A great story on how being proactive can make customers love you.

How to empower your customer service reps, Richard Branson style

Jamie Anderson from Software Advice sent me a great article that I just had to include in this week’s roundup. Start using these tips to really empower your team!

Reminder – The live Support Hangout is skipping this week. Our support pros will be back Monday September 30th at 5:30pm Central / 6:30pm Eastern.

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!

The Customer Support Weekend Roundup #20

September 15, 2013 By Chase Clemons Leave a Comment

weekend-roundup-new

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. So I round them all up for your reading pleasure here.

If you’ve got any articles or links that I’ve missed, make sure to let me know in the comments.

  • Yoda, our support team’s powerful ally
  • Beyond the reboot: being a better tech
  • How the support team improves the product
  • How we reply to 52% of support emails in an hour

And make sure to join us at 5:30pm Central / 6:30pm Eastern for the live Support Hangout!

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!

On Branding Interview

September 13, 2013 By Chase Clemons Leave a Comment

I got a chance to be on Brand Fever and Amanda Serfozo’s On Branding podcast. We talk about working remotely and how important the support experience is for a company. It was a ton of fun so make sure to check it out.

Listen to the podcast here.

 

The Customer Support Weekend Roundup #19

September 8, 2013 By Chase Clemons Leave a Comment

weekend-roundup-new

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. So I round them all up for your reading pleasure here.

If you’ve got any articles or links that I’ve missed, make sure to let me know in the comments.

  • 12 social customer service tips for beginners
  • On hiring up
  • Customer service in the age of Internet things
  • What should you tell your users when your app goes down?

And make sure to join us at 5:30pm Central / 6:30pm Eastern for the live Support Hangout!

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!

The Customer Support Weekend Roundup #18

August 31, 2013 By Chase Clemons Leave a Comment

weekend-roundup-new

Like the new design? I’m still working on some tweaks here and there but this design should be cleaner, easier to use, and a bit faster. Hope you like it!

Now back to the roundup. 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. So I round them all up for your reading pleasure here.

If you’ve got any articles or links that I’ve missed, make sure to let me know in the comments.

  • 12 social customer service tips for beginners
  • On hiring up
  • Have new hires give you “virgin” feedback
  • Customer service in the age of the Internet of things

And make sure to join us at 5:30pm Central / 6:30pm Eastern for the live Support Hangout!

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!

The Customer Support Weekend Roundup #17

August 25, 2013 By Chase Clemons Leave a Comment

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. So I round them all up for your reading pleasure here.

If you’ve got any articles or links that I’ve missed, make sure to let me know in the comments.

  • How to Retain Customers: 8 Reasons Retention Is More Profitable
  • Getting it right, up front
  • How to Take Charge of Your Churn Rate: 6 Tactics to Keep Customers Happy
  • Is your customer service color-blind?

And make sure to join us at 5:30pm Central / 6:30pm Eastern for the live Support Hangout!

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!

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