Synopsis

If you’ve ever had to contact customer support, you know it’s a broken system for many companies. A simple action can turn into a lengthy wait only to be met with rude assistance from a rep. You’re left all alone to figure it out. But a growing number of teams are challenging this status quo. They’re bringing humanity back to the world of customer support.

Fair warning, this essay is pretty lengthy so make sure you’ve got some time to read through it before you jump in.

Start reading this essay

Synopsis

I presented this talk at UserConf 2012 in San Francisco. It’s all about practical ways of providing great customer care along with some new ideas to try out. I cover the basics like email and phone support then move into some new ideas like online classes and in-person support.

You can also watch my UserConf talk here.

Fair warning, this essay is pretty lengthy so make sure you’ve got some time to read through it before you jump in.

Start reading this essay