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.
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!
“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.”
Freshdesk gives us a solid explanation why customers paying for support just doesn’t appeal to them.
A great story on how being proactive can make customers love you.
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!