Support Ops

Learn to be a customer support pro.

The Customer Support Roundup

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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!

Start reading by clicking here…

Weekly News Roundup June 16

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Newspaper

During the course of my week, I run into lots of intriguing articles and such in the world of customer support.  Remember, these are to inform, get you thinking, and a little bit of fun on the side – they aren’t endorsements or agreements with what’s said.

Don’t Forget About the Croissants – UserVoice.com

“Wading through a robocall menu makes us angry; being put on hold with decent music and the option to mute it might make us less so. A 404 page might frustrate us; a 404 page that is funny or sincere might lighten the blow.”

Helping the next customer is critical.  But getting the environment right for their wait is key as well.

Hey Brands, Stop Ruining My Pinterest  – Cosupport.us

“Think of it this way: My friends and I are hanging out in this room sharing pictures of things that inspire us, ideas for things we want to DIY the shit out of, food we love, places we’ve visited. And you come in banging a hugeGONG GONG HERE’S MY BRAND HEY GUYS…”

Pinterest is a treasure trove of great photos, fun DIY projects, and annoying brands that try to shove their way in every where.  CoSupport founder Sarah Hatter shows brands how it should really be used.

Hiring and Managing Outstanding Customer Service – Live Chat Inc.

“Hire for attitude and passion, don’t micro manage, and influence employees to learn new skills. Focus on quality first, and efficiency second.”

You would thing businesses and teams knew this stuff already but they don’t.  Making the right hire is critical to having a rockstar support team.  Even one bad support rep can pull down a chunk of your customers with them.