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.
Shawn Murphy points out five things that need to change right away if you’re in the customer business.
From the top down, customer service must evolve. Gone are the days where volume, hold-times and conversions were primary metrics. Now, relationships are king – especially since, through social media, every customer has a bullhorn to amplify displeasure.
Jerry Sparks from Asana pulls the curtain back a bit to show how the support team interacts with the product development team. It’s a good model to try for teams striving to find that right balance to getting pain points fixed.
In this approach, we strive to strike a balance of daily customer interactions – like answering tickets – and longer-term projects – like writing help documentation and building reporting systems. We work with engineers to design and build tools that help us do our jobs. We reciprocate that help by using these tools to investigate bugs and other product issues that might otherwise take up a lot of the engineers’ time.
With recent announcements from some big companies, remote working is all the rage to debate. Justin Jackson gives a great look at it.
Managers should be talking to their team, and asking them: “How can I help you make your job better?” If the answer to that question is: “We need a better office” than do everything you can to make a kick-ass office. But if the answer to that question is: “I’d like to work from home on Thursdays” than make it happen!
An interview with Evan Hamilton why content is necessary (and it’s not just writing).
The main purpose of creating and distributing content is to “build trust and loyalty by providing extra value to your consumers.” It’s one of the best ways to be more than just a service provider and to form real relationships with your customers. Further, it’s been scientifically proven that customers who interact with content are more likely to say that their experience with a company is “excellent” rather than “fair” or “good,” with nothing about the product experience changing.
Lots of “how” articles this week but they’re all great ones.
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!